Fraud Team Lead (Customer Support)

Plarium is dedicated to creating the best mobile and PC gaming experiences for our community of over 435 million players worldwide.

Plarium Ukraine is looking for a talented Fraud Team Lead to join our Customer Support Department as part of our team of Fraud Specialists. The team monitors high-risk transactions, and prevents unauthorized transactions, across Plarium projects and partner games on plarium.com and the Plarium Play launcher.

Our specialists review and resolve payment complaints and disputes, as well as invalid refund requests. They are also tasked with preventing and challenging chargebacks.

The successful applicant will be able to work at our Lviv office and remotely from Ukraine.

Responsibilities

• Engaging in strategic planning and goal-setting for the team

• Optimizing the team’s workflow and ensuring it performs efficiently

• Mentoring team members and monitoring team development

• Optimizing communication with other teams within the company, as well as with external partners and service providers

• Communicating with customers and processing non-standard requests

• Providing regular reports on the team’s activity

Requirements

• At least 2 years of experience in one or more of the following areas: risk management, fraud prevention/detection, chargeback prevention/defense, and dispute management

• At least 1 year of experience in a managerial position

• English language skills at the upper-intermediate level or higher

• Understanding of the electronic payments life-cycle and its participants

• Knowledge of search algorithms for identifying unauthorized and high-risk transactions

• Familiarity with typical online shopping user behavioral patterns, and electronic payment fraud schemes

• Excellent communication skills and an understanding of the principles of customer interaction

Desired

• Game experience in the RPG, Action, and RTS genres

• Experience setting up company Risk Rules

• Experience working with Adyen, PayPal, Xsolla, Ethoca, and Braintree

• Experience working with Jira and Zendesk

What we offer our Employees

• Officially registered full-time employment

• Minimum of 25 calendar days of paid vacation annually, separately paid public holidays, and additional paid leave for specific needs

• Medical support and fully paid leave if you or your child are sick

• Individual development plan and regular feedback

• Professional seminars, workshops, courses, and internal training programs

• Group English classes and one-on-one language tutoring

• Counseling with psychologists and mental health workshops

• Online Pilates classes, a running club, and individual fitness programs with a professional instructor