Trust and Safety Fraud Specialist

Patreon
Published
April 7, 2019
Location
San Francisco, CA
Job Type

Description

Do you believe that creators should have the ability to get paid for the value they give to their fans?
We do, which is why we're building Patreon, a platform that powers membership services for creators with established followings. Patreon strives to provide creators with insight, education, and tools that make it possible to retain creative control while running their creative business, so creators can focus on creating and energizing their fanbases.

We have paid over $350 million directly to creators on our platform, and our user base has doubled in the last year alone. In order to support this level of growth, Patreon is looking for someone with a background in trust and safety to join our growing team. Patreon deals with payment processing and content hosting, two areas that come with a huge number of fraud risk factors. As a Trust and Safety Specialist, you will protect Patreon and our creators from the risks we face. If you enjoy thinking about new and creative ways to catch fraudsters, stop online abuse, and think account security is a priority then this is the perfect role for you.

What You Would Do

    • Review accounts found in the Fraud Queue and determine if risky.
    • Work with Data Science and Engineering to find ways to surface new fraud.
    • Investigate and respond to inquiries from Community Happiness regarding user inquiries regarding possible fraudulent activity.
    • Investigate and respond to inquiries in Zendesk from users in areas of responsibility owned by the Trust and Safety team.
    • Manually respond to Chargebacks via a 3rd party portal.
    • Review and approve accounts found in other queues for services like charge upfront, referral bonuses, or vetting for special events.

Skills You Possess

    • 1+ years of Trust and Safety or Customer Support experience, bonus if you have fraud prevention experience.
    • Heavily experienced working from a queue.
    • Experience working in a fast-paced, high volume startup environment
    • Able to balance empathy with skepticism while investigating potential fraudulent users.
    • Interest in recording and analyzing data to find trends.
    • Passion for and interest in Patreon and our mission.
    • Strong communication and analytical skills.
    • Bonus points for Zendesk experience.

What You Will Have The Chance To Learn

  • Judgment and communication skills as you balance fraud prevention and world class customer service.
  • How to scale a Trust and Safety team at a fast-growing startup as we automate sophisticated tools for fraud violations.
  • Encyclopedic knowledge of Trust and Safety responsibilities for a platform that processes payments and hosts user-generated content, including: chargebacks, money laundering, stolen credit card fraud, scams, account takeovers, and abusive users.

Who you'll work with:
At Patreon, you'll join a high-performing and highly-empathetic team of people who proudly work on fulfilling our mission of funding the creative class. Our culture of creator-first, thoughtful teammates keeps work creative, stretching, and rewarding.

Patreon aspires to be among the tech industry’s most inclusive work environments. Not only is it the right thing to do, but pursuing a diversity of perspectives helps us build for our diverse community of creators and patrons. To learn how we're working towards this, please click here. If you identify with a traditionally underrepresented group of individuals in tech, we strongly encourage you to apply!

We work hard to maintain a bottom-up decision-making culture. We empower our employees by providing a clear vision and tools to fulfill it. We believe that hiring smart, thoughtful, people and giving them strong ownership of their work leads to the best results. We encourage you to learn more about how we think about the culture at Patreon, to make sure we’re the right place for you.

You’ll Love Working Here If

    • You care about getting artists and creators paid.
    • You believe the best products are built with a human-centered design process.
    • You love to design impactful, well crafted experiences.
    • You work best in a highly collaborative environment.

Want to learn more about Patreon?

    • Check out video testimonials, photos, and more on TheMuse
    • Check out our reviews on Glassdoor
    • Check to see if you know a Patreon teammate on LinkedIn

Thanks very much for taking the time to learn about the team behind Patreon. If you want to join us changing creator’s lives, we’d love to talk.

Company Description

Patreon is a membership platform that makes it easy for artists and creators to get paid.

Thousands of musicians, podcasters, video game developers, comic creators, and others are making a salary on Patreon. Through ongoing funding, they are able to spend more time engaging their fan-base in an interactive way and continue to populate the internet with beautiful things that millions of people enjoy.

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