Who We Are
Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Values.
The Team
The Fraud Operations Team Lead ensures Specialists are experts on Imprint and our products. Team Leads are responsible for the day to day management of Fraud Operations queues and team member’s assignments in order to protect the Imprint brand and our account holders from bad actors. They inspire, coach, train and direct a team of Specialists on the best practices related to fraud investigations. Team Leads are the go-to people when Specialists have questions on unfamiliar issues, need a second opinion, or are looking for help with an investigation.
Your Day-to-Day
- Lead and inspire a team of up to 15 Fraud Operations and Dispute Specialists
- Leverage product knowledge to teach, demonstrate, guide and empower Specialists to protect our accounts holders, merchant partners, and our brand from bad actors
- Handle challenging customer escalations directly when needed
- Review and manage real time schedule coverage, adjusting assignments when needed to ensure service level agreements are met by the Fraud Operations team
- Motivate and develop Specialists
- Conduct regular one-on-one meetings with all assigned Specialists to review quality and productivity metrics and update development plans
- Track and report team results to internal stakeholders on a regular cadence
- Collaborate with cross-functional teams, including Engineering, Fraud Strategy, and Customer Operations to share emerging trends and to ensure appropriate processes are in place to quickly resolve issues
- Manage business and agent performance metrics to high efficiency standards
- Participate in quality and coaching calibration sessions
- Conduct semi-annual performance reviews with all assigned Specialists and provide feedback, coaching and mentorship to drive continuous improvement
We Are Looking For Folks With
- High School Diploma, GED, equivalent certification
- 5+ years of experience in fraud investigations related to transaction monitoring, billing error disputes, and/or BSA/AML monitoring, including 2+ years of proven team leadership
- Passion for teaching and developing others to create exceptional customer experiences
- Passion for inspiring and motivating others
- Strong verbal and written communication skills
- Strong analytical skills, particularly to track, understand and act to meet metrics and KPIs
- Exceptional organization and attention to detail
- Emphatic commitment to personal growth and development
Bonus Points
- Some college or equivalent military experience
- Chat and social media experience
- Prior experience at a high-growth startup
- Escalations or tier 2 support in a contact center
- Financial services industry experience
- Experience developing operational workflows
- Experience writing/developing wiki or customer help center content
Perks & Benefits
- Competitive compensation and equity packages
- Leading configured work computers of your choice
- Flexible paid time off
- Fully covered, high-quality healthcare including fully covered dependent coverage
- Additional health coverage includes access to One Medical and option to enroll in an FSA
- 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
- An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
- Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity
Annual salary range: $65k - $85k and competitive equity packageImprint is committed to a diverse and inclusive workplace. Imprint is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Imprint welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.
