About the Client
Our client is a fast-growing, science-backed wellness brand serving over a million customers through its online store. They are committed to transparency, safety, and care in everything they do, including how they protect their community. As they scale, they are expanding their fraud team to provide 24-hour coverage.
Why does this role exist?
The client is restructuring its fraud team's schedules to provide round-the-clock coverage, and needs an additional Fraud Analyst to make that possible. This hire will bring a higher level of fraud expertise to the team, handling complex and sensitive cases independently. Their mission is to protect the integrity of the customer community while keeping every customer experience safe, respectful, and supportive.
The Impact you’ll make
Risk Review and Investigation
- Thoughtfully review high-risk cases involving complex or sensitive situations
- Make independent approve, cancel, or escalate decisions on flagged orders and accounts
- Support confidential reviews of account activity
Policy and Protocol Enforcement
- Uphold internal policies and risk-mitigation protocols without compromising the customer experience
- Apply sound judgment in gray-area cases and document decisions clearly
Pattern Detection and Prevention
- Identify fraud patterns and trends, such as multiple accounts, suspicious payment or shipping details, and promo or referral abuse
- Contribute to internal safeguards that protect the ARMRA community (anonymized in the final posting as "the community")
- Monitor for spikes in suspicious activity during product launches and promotions
Customer Interaction
- Handle sensitive customer interactions with discretion, empathy, and sound judgment
- Work collaboratively with the wider team to resolve sensitive situations and uphold community trust
Continuous Improvement
- Bring a continuous improvement mindset to risk evaluation and protection efforts
- Contribute to the ongoing improvement of systems and workflows that protect the community
- Help create a secure customer experience across the platform
Skills, Knowledge and Expertise
Required:
- Proven experience as a Fraud Specialist or Fraud Analyst, with hands-on review of high-risk orders and accounts
- Experience making independent fraud decisions, such as approve, cancel, or escalate
- Strong written and verbal communication skills in English
- Ability to work a flexible schedule, including non-standard hours, to support 24-hour coverage
Your superpowers are...
- Technical skills
- Fraud review tools and platforms (e.g., Shopify fraud analysis, Stripe Radar, Signifyd, Riskified, or similar)
- Chargeback and dispute handling
- Pattern recognition and data-driven analysis
- E-commerce or consumer packaged goods (CPG) experience (preferred)
- Experience with subscription or direct-to-consumer (DTC) businesses (a plus)
- Soft skills
- Meticulous and intuitive, tuned into the details others might miss
- Discreet and trustworthy with sensitive and confidential information
- Leads with empathy, even when resolving difficult situations
- Calm, discerning, and principled under pressure
- Self-directed and comfortable working autonomously
WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
You should apply if...
- You work best when entrusted with autonomy and responsibility
- You approach your work with a sense of purpose and pride
- You care deeply about integrity, wellness, and doing right by others
- You can stay calm and fair when a case is sensitive or the answer isn't obvious
- You enjoy catching what others miss, and you're always looking for ways to make the process better
- You see this as more than a fraud role: it's a chance to help protect something meaningful
What to expect...
Work Setup:
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
Working Hours:
Compensation:
- Pay follows a ladderized structure:
- Training Week 1: $3/hr
- Training Week 2: $4/hr
- Week 3 and onward: $5/hr
- No benefits package included
Training program:
- A 2-week paid training program covering the client's fraud policies, review protocols, tools, and workflows, so you're fully prepared when you move into live case work.
Benefits
