Senior Fraud Operations Specialist (Select States)

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.

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
• Absolutely 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 actionable conclusions
• Highly proactive, organized, and accountable. Capable of ruthless prioritization across concurrent cases and comfortable escalating blockers without being prompted
• Customer-first mindset with a track record of strong internal and external stakeholder management

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

Pay

The salary range is not including a 10 percent annual bonus and other benefits. Base Salary Range $66,300 - $68,000 USD