Senior Fraud Operations Specialist

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Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall ’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall , you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. How we work at Aircall : We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. About the role: We are seeking a dedicated and detail-oriented Senior Fraud Operations Specialist to join our Fraud Ops team. In this senior role, you will lead complex fraud investigations and drive data-informed decisions that directly protect Aircall 's services and customers. Reporting to our Fraud Operations Manager, you will also be a key escalation point for the team and help define and shape processes related to fraud prevention and detection. Key Responsibilities: Diligently 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 documentation Handle complex escalations and take difficult final decisions with direct business impact, ensuring every decision is thoroughly documented and backed by data Conduct 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 decisions Review and assess KYC (Know Your Customer) and KYB (Know Your Business) documentation to evaluate customer risk profiles and flag suspicious onboarding activity Partner with customer account owners and cross-functional stakeholders to communicate fraud findings clearly and support resolution Assist the Fraud Operations Manager in identifying process improvement opportunities and contribute to the refinement of fraud detection and prevention practices Accurately document fraud attempts, trends and loss events to support reporting and continuous improvement efforts Qualifications: 5+ years of experience in Fraud Prevention, Risk Management, or Trust Safety at a technology company Proficiency in data analytics tools (Looker, Datadog, SQL or equivalent). You are comfortable extracting data for your ad-hoc analyses independently Solid judgment when handling complex, high-impact fraud cases. Able to make well-supported, data-driven decisions under ambiguity Hands-on experience reviewing KYC and KYB documentation as part of fraud or risk assessment processes Experience with ATO (account takeover) detection and response, including containment workflows and post-incident monitoring Experience with fraud detection tools , case management platforms (e.g. Zendesk), and industry best practices Exceptional written and oral communication skills. Able to convey complex fraud scenarios to varied audiences in plain language, with clear and actionabl

Aircall 是一个独角兽级别的、由 AI 驱动的客户通信平台，全球超过 22,000 家公司使用它来推动收入增长、更快解决问题并扩展面向客户的团队。我们正在重新定义客户通信，将语音、SMS、WhatsApp 和 AI 整合到一个无缝的工作空间中。我们的发展势头源于一个简单的理念：帮助团队更聪明地工作，而非更辛苦地工作。Aircall 的 AI Voice Agent 自动化常规通话，AI Assist 简化通话后工作，AI Assist Pro 提供实时指导，让人们能够发挥最佳水平。结果是更高的收入、更快的解决速度和能够自信扩展的团队。Aircall 总部位于巴黎（我们的欧洲总部），在北美以西雅图（我们的北美总部）为锚点拥有强大的影响力，并在马德里、伦敦、柏林、旧金山、纽约市、悉尼和墨西哥城设有团队。我们打造了客户喜爱的产品和正在快速扩展的业务，背后有世界级投资者的支持，并由多条产品线的快速 AI 创新驱动。在 Aircall，你将加入一家正在快速前进的公司。我们雄心勃勃、以产品为驱动、以执行为核心，拥有可见的影响力、快速的决策和真实的增长。我们在 Aircall 的工作方式：我们以客户为中心、以数据为驱动，并专注于交付有意义的成果。我们重视主人翁精神、持续学习和有思考的速度。如果你在一个信任和影响力至关重要的协作、快节奏环境中如鱼得水，你会在这里找到归属感。关于该职位：我们正在寻找一位敬业且注重细节的高级欺诈运营专员加入我们的欺诈运营团队。在这个高级职位中，你将主导复杂的欺诈调查并推动基于数据的决策，直接保护 Aircall 的服务和客户。向我们的欺诈运营经理汇报，你还将成为团队的关键升级点，并帮助定义和塑造与欺诈预防和检测相关的流程。主要职责：勤勉地调查和解决源自内部团队（工程、销售、成功、账单支持、号码运营）和运营商合作伙伴的复杂、高影响力欺诈案件，运用强大的分析判断力和清晰的文档记录处理复杂的升级事项，并做出具有直接业务影响的艰难最终决策，确保每项决策都有完整文档记录并有数据支撑使用 Looker、Datadog、SQL、HEX 及类似平台等工具进行高级数据分析，以识别新兴欺诈模式、量化风险并支持基于数据的决策审查和评估 KYC（了解你的客户）和 KYB（了解你的业务）文档，以评估客户风险画像并标记可疑的入驻活动与客户账户负责人和跨职能利益相关者合作，清晰地传达欺诈调查结果并支持解决协助欺诈运营经理识别流程改进机会，并为欺诈检测和预防实践的完善做出贡献准确记录欺诈尝试、趋势和损失事件，以支持报告和持续改进工作任职资格：5 年以上科技公司欺诈预防、风险管理或信任安全领域的经验精通数据分析工具（Looker、Datadog、SQL 或同等工具）。你能够独立提取数据用于临时分析处理复杂、高影响力欺诈案件时具备稳健的判断力。能够在模糊情况下做出有充分依据、基于数据的决策具备作为欺诈或风险评估流程的一部分审查 KYC 和 KYB 文档的实操经验具备 ATO（账户接管）检测和响应经验，包括遏制工作流和事件后监控具备欺诈检测工具、案件管理平台（如 Zendesk）和行业最佳实践的经验卓越的书面和口头沟通能力。能够用通俗语言向不同受众传达复杂的欺诈场景，并具有清晰且可操作的

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