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Senior Fraud Operations Specialist

Aircall· Customer Experience – 14003 - Support Ops
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Remote$66.3k - $68k + bonusPermanent Full Time EmployeePosted 5mo ago

About the role

Senior role leading complex fraud investigations, driving data-informed decisions to protect Aircall's services and customers. Reports to Fraud Operations Manager and serves as escalation point within Fraud Ops.

Responsibilities

  • Diligently investigate and resolve complex, high-impact fraud cases originating from internal teams (Engineering, Sales, Success, Billing Support, Number Operations) and carrier partners, applying strong analytical judgment and clear documentation
  • Handle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by data
  • Conduct advanced data analysis using tools such as Looker, Datadog, SQL, HEX and similar platforms to identify emerging fraud patterns, quantify risk and support data-driven decisions
  • Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity
  • Partner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolution
  • Assist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practices
  • Accurately document fraud attempts, trends and loss events to support reporting and continuous improvement efforts

Qualifications

  • 5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology company
  • Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independently
  • Solid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguity
  • Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes
  • Experience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring
  • Experience with fraud detection tools, case management platforms (e.g. Zendesk), and industry best practices
  • Exceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionable conclusions
  • Highly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being prompted
  • Customer-first mindset with a track record of strong internal and external stakeholder management
  • Nice to have: experience in the TelCo sector, familiarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams)

Skills

Required:Fraud prevention and risk assessmentData analysisKYC/KYB reviewCommunicationStakeholder management

Benefits

  • Medical, dental, and vision insurance is 100% covered
  • 401k plan with company matching
  • Unlimited PTO — take the time you need to come to work feeling great
  • Wellness, commuter, and childcare reimbursements
  • Generous parental leave policy
  • DE&I commitment and inclusive culture
Last updated Jul 1, 2026. Interested? Apply on the company site.
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