Job Description

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 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

• Nice to have: experience in the TelCo sector, familiarity with telecom fraud vectors (e.g. toll fraud, phishing, callback scams) is a strong plus