Senior Fraud Operations Specialist

Job description

Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace. Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence. Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines. At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth. **How we work at Aircall:** We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here. **About the role:** 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