Assistant Manager - Chargeback & Fraud

Overview
We are seeking a highly skilled and motivated Assistant Manager - Fraud and Chargeback to join Miko Customer Support team. The ideal candidate will have extensive experience working with Stripe and PayPal, a proven track record in improving chargeback win rates, reducing chargebacks, and investigating fraudulent transactions. This role requires excellent communication skills, the ability to manage a team, and effective coordination with the operations and accounts teams. The candidate must also be open to communicating with customers as needed.

Key Responsibilities
Fraud Prevention and Management
- Monitor and analyze transactions to identify and prevent fraudulent activities.
- Implement and refine fraud detection strategies using Stripe and PayPal tools.
- Investigate and resolve suspected fraudulent transactions promptly.

Chargeback Management
- Handle chargeback disputes from initiation to resolution.
- Develop and implement strategies to improve chargeback win rates.
- Work closely with the accounts team to ensure accurate and timely processing of chargebacks.
Team Management
- Lead, mentor, and manage a team of fraud and chargeback analysts.
- Conduct regular training sessions to keep the team updated on the latest fraud detection techniques and chargeback management processes.
- Monitor team performance and provide constructive feedback.

Cross-Departmental Coordination
- Collaborate with the operations team to ensure seamless handling of fraud and chargeback cases.
- Work with the accounts team to reconcile transactions and manage financial discrepancies.
- Coordinate with customer support teams, utilizing tools like Zendesk, to ensure excellent customer service.

Customer Interaction
- Engage with customers to resolve disputes and provide clear communication regarding fraud and chargeback cases.
- Handle escalations and provide satisfactory resolutions to customer complaints.

Reporting and Analysis
- Generate and analyze reports on fraud trends, chargeback rates, and team performance.
- Present findings and recommendations to senior management to drive continuous improvement.

Required Qualifications
Experience
- Proven experience working with Stripe and PayPal.
- Demonstrated success in improving chargeback win rates and reducing chargebacks.
- Experience in fraud investigation and management.
- Prior experience of at least 2 years in managing a team of analysts. Overall experience at least 5 years.

Skills
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication skills, both written and verbal.
- Proficiency in using Zendesk or similar customer support tools (preferred).
- Ability to work effectively in evening and night shifts as required.

Personal Attributes
- Detail-oriented with a proactive approach to problem-solving.
- Ability to work under pressure and manage multiple priorities.
- Strong leadership qualities with the ability to motivate and develop team members.
- Customer-focused mindset with a commitment to delivering high-quality service.