Job description
Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.
How We Work at Aircall: At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you’ll fit right in
We are seeking a dedicated and detail-oriented Fraud Operations Specialist to join our newly created Fraud Ops team. In this crucial role, you will be at the forefront of safeguarding Aircall services by actively monitoring, flagging and investigating fraudulent activities.
Reporting to our Senior Analyst, Fraud Operations, you will also help define and shape new processes related to fraud prevention and detection.
This position is Remote Based from Mexico
Key Responsibilities:
- Diligently investigate and solve fraud-related inquiries originating various internal teams (Engineering, Sales, Success, Billing Support, Number Operations) as well as carrier partners
- Partner with customer account owners to ensure seamless communication and resolution of fraud-related issues
- Monitor global activity using tools such as Looker, Datadog, and internal systems to flag potential fraud patterns and suspicious activities
- Investigate and analyze flagged anomalies to determine the validity and impact of potential fraud incidents
- Use critical thinking skills to make well supported and data driven decisions relative to the alert type
- Accurately document fraud attempts, trends and loss events.
- Contribute to the continuous development and refinement of fraud detection and prevention processes
Qualifications:
- 3+ years experience in Fraud Prevention Operations (also known as Risk Management or Trust & Safety) for a technology company, preferably within the TelCo sector.
- Demonstrated experience with fraud detection tools, industry best practices and case management platforms like Zendesk
- Strong analytical and problem-solving skills with the ability to interpret complex data and identify patterns, using data analysis tool such as Looker or Datadog (or similar)
- Comfort with ambiguity and obscurity. We’re operating in uncharted waters, and the existing frameworks aren’t always applicable
- A keen eye for detail and a commitment to accuracy.
- You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care
- Exceptional written and oral communication skills. This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language
- You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership
We know that success comes from clever work and deserves recognition and reward.
We value people who are bold, ambitious, collaborative and customer-centric. We are a global community growing together.
If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for!
Aircall offers a unique work environment and the chance to collaborate with diverse teammates across continents. We’ll provide freedom and tools to allow you to thrive at your best, and foster an environment you can do it in.
Why join us?
🚀 Key moment to join Aircall in terms of growth and opportunities
💆♀️ Our people matter, work-life balance is important at Aircall
📚 Fast-learning environment, entrepreneurial and strong team spirit
🌍 45+ Nationalities: cosmopolite & multi-cultural mindset
💶 Competitive salary package & benefits
DE&I Statement:
At Aircall, we believe diversity, equity and inclusion – irrespective of origins, identity, background and orientations – are core to our journey.
We pride ourselves on promoting active inclusion within our business to foster a strong sense of belonging for all. We’re working to create a place filled with diverse people who can enrich and learn from one another. We’re committed to ensuring that everyone not only has a seat at the table but is valued and respected at it by providing equal opportunities to develop and thrive.
We are strongly committed to hiring a diverse and multicultural team and we encourage applications from traditionally underrepresented backgrounds. Find our Candidate Privacy Notice Here.
