Customer Success Representative

About Us

Riskified empowers businesses to unleash ecommerce growth by taking risk off the table. Many of the world’s biggest brands and publicly traded companies selling online rely on Riskified for guaranteed protection against chargebacks, to fight fraud and policy abuse at scale, and to improve customer retention. Developed and managed by the largest team of ecommerce risk analysts, data scientists and researchers, Riskified’s AI-powered fraud and risk intelligence platform analyzes the individual behind each interaction to provide real-time decisions and robust identity-based insights. Riskified is proud to work with incredible companies in virtually all industries including Wayfair, Acer, Gucci, Lorna Jane, GoPro, and many more.

We thrive in a collaborative work setting, alongside great people, to build and enhance products that matter. Abundant opportunities to create and contribute provide us with a sense of purpose that extends beyond ourselves, leaving a lasting impact. These sentiments capture why we choose Riskified every day. 

About the Role

At Riskified, we put our customers at the forefront of everything we do. We are looking for a skilled Customer Success Representative that will work with the largest online retailers in the world. You will utilize your analytical skills and comprehensive understanding of our product to ensure that Riskified clients maximize the benefits of our services enabling their ecommerce operation and battling online fraud.

We are seeking an individual who is driven, experienced, innovative, and well-organized, with a demonstrated history of excelling in support and escalation management in a B2B SaaS environment. If you possess these qualities and are interested in a challenging role with a lot of room to grow in a well-established fintech company, then this opportunity is tailor-made for you.

What You'll Be Doing

• Be the public face of Riskified for all inbound communications with our merchants
• Effectively handle inquiries and requests from our merchants and internal teams
• Troubleshoot and escalate issues to the appropriate escalation paths
• Help us fight fraud by dispute chargebacks on behalf of our merchants
• Act as the voice of the customer within Riskified across all departments 
• Onboard new Riskified clients and ensure their success using our services

• Shift Requirements for this role:

  Our CSRs cover two types of shifts during the week and this is a requirement of the role:

  • 12:00PM - 8:00PM (BR time right now, but it changes based on daylight savings)
  • 2:00PM - 10:00PM (BR time right now, but it changes based on daylight savings)

Qualifications

• 2+ years experience in a customer-facing support/success position
• English and Portuguese verbal and written communication proficiency required — Spanish is a plus
• Familiar with Office Suites and/or Google Docs (especially Excel/Google Sheets )
• Experience with ticketing systems such as Freshdesk, Zendesk or similar - an advantage
• SQL and API knowledge - an advantage
• Previous experience in a B2B SaaS company - an advantage
• You must be able to work independently with minimum supervision, flexible as to working arrangements and hours, and confident in making decisions in accordance with Riskified’s practices
• Excellent troubleshooting, critical thinking, and communication skills
• Detail-oriented with ability to easily follow complex processes and flows

Life at Riskified

We are a fast-growing and dynamic tech company with 750+ team members globally. We value collaboration and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us. 

Some of our Benefits & Perks:

• Work Model: Hybrid (on-site 1-2 times per week at WeWork)
• Autonomy: Operate independently, with measurement based on results
• Compensation: We offer compensation above the market average, including commissions and company stocks
• Location: São Paulo
• Start: Hiring anticipated for the first quarter of 2025

In the News

Reuters: General Atlantic-backed Riskified valued at $4.3 bln in NYSE debut

Fortune Magazine: Riskified named Best Workplaces in New York for 2022

The Muse: Q&A with Sales Enablement Manager Benedikt Parstorfer

Globes: Riskified is among Israel’s fastest growing companies 

TechCrunch: Riskified Prevents Fraud on Your Favorite E-commerce Site

CTech: Riskified’s VP HR on Post-COVID Flexible Work Routines

Riskified is deeply committed to the principle of equal opportunity for all individuals. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.