Payment Escalations Agent
Raphie is looking for a detail-oriented Payment Escalations Agent to join our growing team.
In this role, you'll investigate payment-related concerns, review escalated customer cases, identify suspicious account activity, and help ensure a secure and seamless customer experience. You'll work closely with customer support and cross-functional teams to resolve complex issues while balancing customer trust and business protection.
Key Responsibilities
- Handle and resolve payment-related tickets escalated by Customer Support
- Investigate reports of fraud, missing payments, and account-related concerns
- Review accounts flagged for suspicious activity
- Evaluate and approve customer redemption requests
- Partner with internal teams to improve processes, tools, and customer experience
Qualifications
- 1+ year of experience in payments, fraud prevention, trust & safety, chargebacks, risk, security, or a related field
- Customer support or customer-facing experience
- Strong analytical and investigative skills
- Excellent attention to detail
- Ability to make sound decisions in situations where established policies may be limited
Nice to Have
- Experience with Zendesk or similar CRM platforms
- Experience in gaming, social gaming, fintech, payments, or risk operations
If you're passionate about problem-solving, protecting customers, and driving operational excellence, we'd love to hear from you.
🔗 Learn more about us at www.raphie.com
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