CX Fraud Specialist

🔥 14 minutes ago

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Comfrt

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

🏥 Healthcare

✈️ Travel

Food & Beverage • Healthcare • Travel

Comfrt is a direct-to-consumer apparel brand and Shopify-based e-commerce retailer focused on comfort-first clothing. The company sells hoodies (including slightly weighted hoodies marketed for anxiety relief), loungewear, blankets, travel gear, kids and pet items, and accessories, and operates an ambassador program and mobile app. Its messaging emphasizes cozy, functional, lifestyle apparel and DTC online sales.

📋 Description

• Conduct comprehensive chargeback investigations for various payment platforms (e.g., Klarna, Afterpay, and others managed via Signifyd) • Own the end-to-end relationship with Signifyd, including monthly strategy calls to review performance and optimize decision logic • Maintain KPI ownership for chargeback win/loss ratios, ensuring the team hits target recovery goals • Monitor and analyze fraud trends, including refund abuse, multiple-account fraud, gift card exploitation, and fulfillment/delivery claim irregularities • Maintain and update allow/reject lists for fraud prevention based on ongoing trend analysis • Review visual evidence (e.g., damages/defects photos) to identify AI-generated or re-used imagery used in fraudulent claims • Partner with Retail Ops to address fulfillment and delivery-related fraud patterns • Collaborate with the training lead (Cecily) to develop and deliver team refreshers, SOP updates, and training sessions regarding fraud detection and prevention • Produce recurring reporting on fraud statistics, chargeback performance, and team accomplishments for leadership review • Provide day to day support to CX Social team • Provide customer insights to broader Comfrt team

🎯 Requirements

• 2+ years of hands-on experience investigating chargebacks, disputes, or claims across payment platforms like Klarna, Afterpay, or PayPal • Experience with fraud prevention platforms, tools, or services such as Signifyd, Sift, Kount, or similar fraud management systems • Identifying, analyzing, and tracking fraud trends such as refund abuse, gift card exploitation, multiple-account fraud, or fulfillment irregularities • Experience reviewing and analyzing visual evidence (photos, defect claims, damages documentation) to identify patterns or suspicious claims • Background in high-risk ecommerce, marketplace support, or fraud prevention with strong analytical and pattern-recognition skills • Legally authorized to work in the United States.

🏖️ Benefits

• paid time off • company-covered health insurance • 5% 401k match • discounts on all Comfrt products