Customer Support and Operations Associate (Spanish Fluent)
About Us
Riskified empowers merchants and shoppers to realize the full potential of eCommerce by making it safe, accessible, and frictionless. Our global team helps the world’s most-innovative eCommerce merchants eliminate risk and uncertainty from their business. Merchants integrate Riskified’s machine learning platform to create trusted customer relationships, driving higher sales while reducing costs. Riskified has reviewed hundreds of millions of transactions and approved billions of dollars of revenue for global brands and fast-growing businesses across industries, including Wayfair, Wish, Peloton, Gucci, and many more. As of July 29th, 2021, Riskified has begun trading on NYSE under the ticker RSKD.
About the Role
At Riskified, our customers are our highest priority. We’re looking for a team member who will help us maintain our reputation as the premier eCommerce fraud-prevention solution.
You will use your analytical skills and an in-depth knowledge of our products to ensure that Riskified customers get the most out of our services as they fight online fraud.
We are looking for a motivated, experienced, creative and organized team member, with a proven track record of support and escalation management.
What You'll Be Doing
- Be the public face of Riskified for all inbound communications with merchants
- Escalate top priority, production-critical issues to the appropriate technical staff
- Fight fraud - analyze risky orders and dispute chargebacks on behalf of our customers
- Act as the voice of the customer within Riskified across all departments
- Onboard new Riskified clients and ensure their success using our services
Qualifications
- At least 2 years experience in a customer-facing support/success position (B2B SaaS environment a big advantage)
- Superb writing and communication skills in English and Spanish
- Tech-savvy, problem-solving approach to challenges
- Ability to work in flexible schedule, including evenings and occasional weekends (evenings for the NYC office could potentially go to 9PM, this is subject to change based on when the company has higher demand) The current shifts are a mix of 10AM - 6PM or 1PM - 8PM
- Organizational and process oriented
- Customer focused with a strong sense of urgency
- Analytical skills
- Experience with ticketing systems, such as Freshdesk, Zendesk or similar, is an advantage
- SQL and API knowledge is an advantage
- Experience with eCommerce platforms such as Shopify and Magento is an advantage
Life at Riskified
We are a fast-growing and dynamic tech company with 750+ team members globally. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.
COVID-19 Update:
- Our NYC team is currently working in a hybrid of remote (3 days per week) and in-office (2 days per week) for all our team members.
Some of our NYC Benefits & Perks:
- Fully-covered medical, dental, and vision insurance from your first day
- Equity for all employees, 401(k) + matching, commuter benefits
- Catered lunch, fully-stocked kitchen, team events, happy hours, birthday celebrations
- Yoga, pilates, soccer league, wellness classes
- Wide-ranging opportunities to volunteer and make an impact in local communities
- Commitment to your professional development with global onboarding, sales bootcamp, skills-based courses, full access to Udemy, lunch & learns
- Awesome Riskified gifts and swag!
In The News
Reuters: General Atlantic-Backed Riskified is Valued at 4.3 BLN in NYSE Debut
FoxBusiness: Fraud Protection Platform 'Riskified' Begins Trading on NYSE
Fortune Magazine: 25 Best Workplaces in New York
Announcing Riskified's $165M Funding Round
Inc Magazine: Best Workplaces
Built In NYC: 100 Best Workplaces
TechCrunch: Riskified Prevents Fraud on Your Favorite eCommerce Site
Calcalist: Riskified is the Most Promising Startup
Riskified is deeply committed to the principle of equal opportunity for all individuals. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.