Operations Investigations Specialist

Job Title: Operations Investigations Specialist - 1
Job Category: Customer Support
Location: Fully Remote
Duration: 12-month contract
Working Hours: 40 hours

About the Role

As an Operations Investigations Specialist, you will play a key role in maintaining the safety and integrity of the platform. You will work within the Trust Defense team to review user activity, investigate potential risks, and ensure service level agreements (SLAs) are consistently met. This role requires strong analytical thinking, sound judgment, and a commitment to delivering a safe and positive user experience.

Key Responsibilities

• Monitor and manage support queues to ensure SLAs are met
• Investigate user accounts, reservations, and escalations for potential fraud or risk
• Analyse online patterns and trends to identify suspicious activity
• Educate users on maintaining safety and security while using the platform
• Collaborate with product and shared services teams to improve risk detection models
• Maintain strict confidentiality when handling sensitive information
• Document investigations thoroughly and accurately
• Develop a strong understanding of online fraud and risk systems
• Share insights and best practices with team members

Required Skills & Experience

• 1-2 years of experience in risk management, fraud prevention, or Trust & Safety
• Experience with customer ticketing systems
• Familiarity with Google Workspace (Gmail, Docs, Sheets, Slides)
• Comfortable working on Mac OS

Core Competencies

• Excellent written and verbal communication skills
• Strong problem-solving and critical thinking abilities
• High attention to detail and strong organisational skills
• Ability to multitask and adapt in a fast-paced environment
• Strong investigative and internet research skills
• Ability to remain calm under pressure and handle time-sensitive situations

Soft Skills

• Collaborative and engaging: Actively contributes ideas and builds strong team relationships
• Continuous improvement mindset: Proactively identifies opportunities to enhance processes and tools
• Self-starter: Takes ownership, works independently, and delivers results with minimal supervision