Total 2 job vacancies by Ignition

About the team:

The Customer Support Team is responsible for Ignition’s day to day customer support through responding quickly to client requests and working to solve problems.

What your day to day will look like:

• Be a product expert in all areas. Become an encyclopedia of knowledge about how Ignition works and what it is capable of.
• Own customer communications and issues from initial contact until resolution. We use Intercom to do most of our support, but you’ll also be talking to customers on the phone every now and then.
• Collect customer feedback and influence the direction of the product.
• Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information.
• Develop and improve processes to scale support with the growing business.
• Create and maintain both internal and customer-facing documentation such as knowledge base articles.
• Work closely with Key Account Managers, Retention and Implementation, Marketing teams

About the role:
The Fraud & Risk Associate is responsible for delivering comprehensive, up-to-date and innovative risk metrics and tools to quantify and monitor risks. This role is required to evaluate customers to protect the company from financial risk, both during onboarding and continually throughout the customer lifecycle. 

The successful candidate will act as a point of contact for our wider teams for any concerns relating to financial risk, and provide high level service to our customers whilst mitigating potential risks to PI, customers and their clients.

What your day to day will look like:

• Assist with processing dispute evidence submissions on behalf of customers.
• Assist with training the customer-facing teams on fraud and disputes with regards to how our customers interact with our app.
• Assist with project work relating to the improvement of anti-fraud controls
• Assist with the creation of policies and procedures for the Company’s payment operations in conjunction with Stripe, including in the area of disputes and fraud
• Assist with risk reviews and other transaction processes
• Document new processes, ensuring any updates required are reflected in current process documentation
• Engage with other teams to gain understanding and further information on customers as necessary
• Provide and develop reporting
• Conduct reporting and monitoring of transactional data
• Escalate & communicate any fraudulent concerns identified in reporting data and slack channels. 
• Undertake remedial action to reduce any loss from suspected fraudulent activity