Customer Support Representative

| Greater NYC Area

About Us

Riskified is the AI platform powering the eCommerce revolution. We use cutting-edge technology, machine-learning algorithms, and behavioral analytics to identify legitimate customers and keep them moving toward checkout. Merchants use Riskified to increase revenue, prevent fraud, and eliminate customer friction. Riskified has reviewed hundreds of millions of transactions and approved billions of dollars of revenue for merchants across virtually all industries, including a number of Fortune 500 companies.

About the Role

We’re looking for a motivated, experienced, friendly, and organized team member to join our Customer Success Team. The role is full-time with a flexible schedule, including evenings, and occasional weekends.

As a Customer Support Representative, you will help us uphold our reputation as the premiere eCommerce fraud-prevention solution. You will use your analytical skills and in-depth knowledge of our product to work closely with our customers, ensuring that they get the most out of our services.

What You'll Be Doing

  • Serve as the public face of Riskified for all inbound communications with customers
  • Escalate top priority, production-critical issues to the appropriate technical staff
  • Fight fraud by analyzing risky orders and disputing chargebacks on behalf of our customers
  • Act as the voice of our customers within Riskified across all departments
  • Onboard new Riskified customers and ensure their success using our services

Qualifications

  • At least 2 years experience in a customer-facing support/success position (a B2B SaaS environment is a big advantage)
  • Tech-savvy, problem-solving approach to challenges
  • Detail-oriented, highly organized, and resourceful
  • Superb writing and communication skills in English
  • Experience with ticketing systems - such as Zendesk, Salesforce or similar - an advantage
  • Customer-focused with a strong sense of urgency
  • Experience with eCommerce platforms such as Shopify and Magento - an advantage
  • Background in the payments space, claims management, and the credit card networks current policy and procedures - strong advantage

Life at Riskified

We are a fast-growing and dynamic startup with 400 team members between our offices in Tel Aviv and New York City. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us.

Some NYC Benefits & Perks:

  • Fully-covered medical, dental, and vision insurance from your first day
  • Stock options for all employees, 401(k) + matching, commuter benefits
  • Catered lunch, team events, healthy snacks, yoga, pilates, soccer league, and more

In the News

Fortune Magazine: 25 Best Workplaces in New York

Great Place to Work: Riskified

Crain's: Best Places to Work in New York City

BuiltInNYC: How Riskified Has Carried its Brand Across Continents

TechCrunch: Riskified Prevents Fraud on Your Favorite eCommerce Site 

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.


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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • .NETLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • AWSDatabases

Location

220 Fifth Ave., New York, NY 10001

An Insider's view of Riskified

How do you collaborate with other teams in the company?

As an Integrations Engineer, I sit with multiple stakeholders - the Customer, Sales, Product, Data Integrity, & Go-Live, to name a few. Whether a merchant has a new problem for us to solve or we're launching a new product, we maintain close contact to ensure we're on the same page, & deliver the best product & experience to our customers.

Jonathan

Integrations Engineer

How has your career grown since starting at the company?

I've been given the opportunity to work on increasingly larger deals that continue to stretch me in new ways. I've been able to work directly with the executive team and contribute meaningfully to the business. I feel valued and challenged on a daily basis and look forward to continuing to grow my career with the company.

Merrin

Account Executive

How do you make yourself accessible to the rest of the team?

I have weekly 1:1s with my team & quarterly 1:1s with all employees and they know they can come to me at any time. Making myself accessible to my team & the rest of the company is extremely important in my role and will always be one of my top priorities. It is important for employees to know they have someone they can trust & go to for anything.

Lorrie

Director, People Operations

What’s the vibe like in the office?

The vibe at Riskified is equal parts hustle and fun. Everyone is highly supportive and collaborative, which builds a genuine sense of unity in the office while making it very encouraging for everyone to excel in their positions.

Add in the amazing NYC views, adorable office dogs, and a well curated kitchen and you truly feel grateful to be here.

Arun

Director of Integrations

What are Riskified Perks + Benefits

Riskified Benefits Overview

Some NYC Benefits & Perks:
Fully-covered medical, dental, and vision insurance from your first day
Stock options for all employees, 401(k) + matching, commuter benefits
Catered lunch, team events, healthy snacks, yoga, pilates, soccer league, and more

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
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