Fraud & Chargebacks Specialist

What is Teachable?
Teachable is trusted by creator-educators around the world to grow their impact and income. From online courses and communities to memberships and downloads, Teachable's digital learning products help creator-educators drive meaningful connection and sustainable revenue. With industry-best ecommerce tools, easily toggled on directly within the platform, creators can confidently maximize their earnings, while getting paid directly by their audience. Teachable's unmatched focus on the student learning experience also ensures creators can make a positive and influential impact on their communities-entirely on their own terms. Today, tens of thousands of creator-educators use Teachable to share their knowledge, reaching millions of students around the world. To learn more, visit teachable.com.
Are you ready to join a dynamic, cross-cultural team at an exciting turning point in our company's journey? Now part of the global Hotmart Company portfolio, whose platforms have helped creators earn more than $10 billion, Teachable continues to take the creator economy by storm as a true industry leader. Together, Teachable and Hotmart are delivering market-leading products that prioritize creator control and flexibility, alongside meaningful partnership and support from our team. If you have big ideas, relish the chance to challenge convention, and deeply believe in the power of creators to shape the future, we want you on our team!
Teachable's Fraud team plays a critical role in maintaining acceptable chargeback rates for our payment processing activities. We rely on this team to investigate suspicious transactions and ensure compliance with relevant laws and regulations and company policy.
The ability to process credit cards is critical to Company's business model and overall Mission. The Fraud team, and specifically Fraud & Chargebacks Specialist , ensure that the Company maintains acceptable chargeback rates so that our payment processing activities can continue. In addition, Fraud & Chargebacks Specialists play an important role in identifying and managing fraud across the platform, thus strengthening the integrity of our offering and further protecting the Company, its employees and our Creators.
This is a full-time position of 40 hours per week, including business hours on Saturday every month (10am-7pm Eastern Time Zone - NYC.)
Responsibilities:

• Use software tools (including our in house Staff app alongside third-party tools like JIRA, Sigma, and Sift Science) to monitor Teachable customers for elevated levels of fraud and escalate actions accordingly, up to removing Creators from the platform
• Work alongside Security Team to respond to platform-level threats
• Use critical thinking and analysis to determine whether schools and students are fraudulent under Teachable's standards
• Correspond with customers via email to inform them of potential fraud and possible solutions
• Assist customers in disputing fraudulent transactions by entering data into our payment processor portal
• Send outreach and warnings to Creators about climbing chargeback rates

Qualifications:

• 2-3 years of work experience in payment processing or Trust & Safety
• Strong written communication skills with the ability to explain complicated processes in writing in "plain English" to customers
• Strong attention to detail
• Ability to operate in gray areas, comfort using your 'gut'
• Familiarity with Excel, Google sheets, Stripe
• Deep understanding of SaaS platforms
• JIRA, Sift Science experience is a plus

While Teachable maintains our NY office for local employees to use, we operate as a remote-first culture in order to give our employees added flexibility. In order to maintain connection and create a community beyond the screen, Teachable holds in-person events throughout the year, where employees and teams can come together for bonding, strategic alignment, goal-setting, and celebrations!
Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process. Please tell us in your application if you require an accommodation to apply for a job or to perform your job.