[Remote] Senior Fraud Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide. They are seeking a dedicated and detail-oriented Senior Fraud Operations Specialist to lead complex fraud investigations and drive data-informed decisions that protect Aircall's services and customers.ResponsibilitiesDiligently 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 documentationHandle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by dataConduct 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 decisionsReview and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activityPartner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolutionAssist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practicesAccurately document fraud attempts, trends and loss events to support reporting and continuous improvement effortsSkills5+ years of experience in Fraud Prevention, Risk Management, or Trust & Safety at a technology companyProficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independentlySolid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguityHands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processesExperience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoringExperience with fraud detection tools, case management platforms (e.g. Zendesk), and industry best practicesExceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionable conclusionsHighly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being promptedCustomer-first mindset with a track record of strong internal and external stakeholder managementExperience in the TelCo sectorFamiliarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams)BenefitsCompetitive salary package & benefitsMedical, dental, and vision insurance is 100% covered401k plan with company matching!Unlimited PTO — take the time you need to come to work feeling great!Wellness, commuter, and childcare reimbursementsGenerous parental leave policyCompany OverviewAircall is a cloud-based call center software that integrates with CRM, productivity, and helpdesk tools. It was founded in 2014, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://aircall.io/.