Evenings Fraud & Scam Support Representative (Remote - Canada)


Join our small, fiery team on our mission to usher in the Bitcoin golden age.
Shakepay is one of the fastest growing startups in Canada. We've grown 10x in the last year. 2% of Canadians use Shakepay. We're building something really special. We need true believers to join our team. We're looking for ambitious professionals with a thirst for knowledge that are interested in working with the most exciting financial innovation ever created: Bitcoin.
Bitcoin is important because it enables wealth to be stored with a person without need for a third party. Its fundamental use-case as a store of value with a predictable monetary policy is having profound implications on freeing people into financial sovereignty.

Fraud & Scam Support Representative

Hi, itโ€™s us, itโ€™s Shakepay... or is it? It is. We just wanted to rouse your suspicion. Are you suspicious now? Good. We need that because we have over 1,000,000 shakers (aka โ€œcustomersโ€) who love Shakepay almost as much as they love bitcoin, and weโ€™d like your help to protect them. Because, you know what they donโ€™t love? Scams. Fraud. Season 7 of Game of Thrones. Those are all things the world would be better off without.

As a fraud-specialized Customer Support Representative (CSR), youโ€™ll review cases alongside other members of the Ops team and interact with customer accounts that demonstrate potentially suspicious activity. The reasons activity gets flagged varies as thereโ€™s a lot to look out forโ€”including customers reaching out because theyโ€™ve noticed sus activity on their accounts. Are people still saying โ€œsus?โ€ Between that and the GoT comment, we need to update our references... Is there a bad season of Emily in Paris that we could make fun of instead? Of course not. That show is perfect.

Schedule: Sat-Wed, 2-10pm ET

You will:

  • Handle fraud and scam support tickets from beginning to end.
  • Respond to inbound customer requests
  • Proactively send outbound messages to assist customers
  • Review accounts to determine the potential for fraudulent activity
  • Handle demand letters received in our formal complaints portal and escalate to the legal team when needed
  • Provide internal fraud support to other members of the support team
  • File Suspicious Transaction Reports (STRs)
  • Help development training sessions and materials for other CSRs
  • Improve current processes with the customer support and other operational teams
  • Work to improve the customer experience for individuals who have been scammed or whose accounts are investigated
  • Review document submission for various account actions like KYC and wire requests
  • Investigate and prevent unauthorized or suspicious account activity
  • Perform a variety of tasks to prevent financial loss

Must have:

  • A basic understanding of digital currencies
  • 1+ years experience with customer support & fraud investigation in a related field
  • Strong written and verbal communication skills in English
  • Ability to adapt to change
  • Strong analytical skills and attention to detail
  • Passion for investigation

Nice to have:

  • Bilingual in English and French
  • Youโ€™re already a shaker yourself

You will get:

  • Potentially life-changing stock options. We believe everyone at Shakepay should have the financial upside for building a generational company
  • Remote-friendly work environment: work from anywhere in Canada. If you're in Montreal, you can work from the office
  • Generous vacation time: we think time off is essential, and highly encourage it
  • Personal development: we're here to help you define and hit your personal career goals so that you can get where you want to be
  • Continued learning: every Shaker gets a yearly budget to spend on learning
  • Employer-covered group insurance: health, dental, paramedical, disability and travel coverage to ensure you're at your best
  • Get paid in Bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known
  • A collaborative and friendly team: we succeed together and we have fun doing it
  • MacBook: company-issued laptop to make sure you're doing your best work
  • Equipment stipend: every Shaker receives a stipend to use toward setting up their home office

About Shakepay:

Shakepay helps Canadians buy and sell bitcoin and pay their friends. We offer web and mobile apps that make it easy for Canadians to buy bitcoin in minutes with Interac e-Transfer. Shakepay is the fastest-growing bitcoin platform in Canada.
At Shakepay we're committed to promoting and celebrating diversity and inclusion. We strongly encourage applications from everyone, regardless of background and life experience. If you want to be a part of something momentous then we're excited to hear from you.
Please note that while all of our roles are remote, we are a Canadian company and will not be sponsoring visas for this position. You must be eligible to work in Canada to be selected.

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