The ability to process credit cards is critical to Teachable’s business model and overall Mission. The Risk team, and specifically Fraud Analysts, ensure that Teachable maintains acceptable chargeback rates so that our payment processing activities can continue. In addition, Fraud Analysts play an important role in identifying and managing fraud across the platform, thus strengthening the integrity of our offering and further protecting the Company, its employees and our Creators.
Overall goal is to minimize fraudulent activity, with the primary relevant metric being chargeback rate (CBR). Our goal is to never let our monthly CBR exceed 0.5% on any of Teachable’s native gateways
Prevent Negative Balances from increasing with preventative measures (locking payouts, raising reserves)
Use software tools (including our in house Staff app, JIRA and Sigma) to monitor Teachable customers for elevated levels of fraud and escalate actions accordingly, up to removing Creators from the platform
Use critical thinking and analysis to determine whether schools and students are fraudulent under Teachable’s standards
Correspond with customers via email to inform them of potential fraud and possible solutions
Assist customers in disputing fraudulent transactions by entering data into our payment processor portal
Send outreach and warnings to Creators about climbing chargeback rates
Skills and Qualifications
- Bachelor’s degree
- Strong written communication skills with the ability to explain complicated processes in writing in “plain English” to customers
- Familiarity with Excel, Google sheets
- 1-2 years of work experience in payment processing
- Strong attention to detail
- Comfort operating in a gray area
- Strong Intrapersonal skills - emailing customers and adjusting email tone to reflect the situation
- Comfortability navigating social media platforms
- Knowledge of SQL a plus, JIRA experience a plus
Teachable is an instructor-focused platform that empowers creators to build and sell online courses and coaching on any topic-from iOS development to watercolor painting to card tricks. Instructors using our platform have collectively earned more than a billion dollars to date.
Since our founding, we've raised more than $12.5 million from top venture investors and were acquired in March of 2020. Teachable is now part of Hotmart Company, a global tech group focused on the Creator Economy, with over 1,300 employees in 8 countries (Netherlands, USA, Brazil, Spain, Mexico, Colombia, France and UK). Hotmart´s mission is to help creators make a living from their passions, using digital products to entertain, help and instruct their audiences.
We're growing rapidly, with triple-digit year-over-year growth, and are continuing to build a diverse team of top-notch talent. We won't hold you back from reaching your full potential at Teachable; you'll have the freedom to be an integral member of our tight-knit team, with great benefits and perks. Your work here will directly impact hundreds of thousands of online educators, entrepreneurs, and creatives.
We plan to be optionally remote until at least September 2021
Comprehensive Health, Dental, & Vision benefits with options covering up to 100% of monthly premium
Generous Vacation, Personal, and Sick Time
Parental leave, 16 weeks fully paid after three months of service
4% 401(k) with match after three months of service
Supplemental student loan repayment assistance or a professional education stipend
Tax-free commuter benefit
50% gym & wellness match
Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process. Please tell us in your application if you require an accommodation to apply for a job or to perform your job.