Figs
FIGS is seeking a strategic and detail-oriented
Fraud & Customer Protection Lead
to oversee the safeguarding of our customers and brand from fraudulent activity. In this leadership role, you will be responsible for guiding and managing a Fraud Coordinator, ensuring effective investigation, resolution, and prevention of suspicious activity while maintaining a frictionless and trusted customer experience. You will collaborate cross-functionally with Operations, Customer Experience, and other teams to monitor risk, enforce fraud policies, and support security initiatives.
Are you the right applicant for this opportunity Find out by reading through the role overview below. As a subject matter expert in digital fraud prevention and customer account protection, the ideal candidate combines a proactive mindset, strong leadership, and a deep understanding of fraud mitigation best practices. This role requires sound judgment, exceptional communication skills, and a passion for maintaining customer trust and operational integrity.
Key Responsibilities:
Leadership & Oversight
Lead, mentor, and oversee the daily activities of the Fraud Specialist.
Ensure effective case management and investigation procedures are followed.
Review and approve high-risk cases, escalations, and strategies for resolution.
Provide guidance and oversight on fraud detection and response, ensuring adherence to SOPs and policies.
Foster a culture of continuous improvement in fraud detection and prevention efforts.
Fraud Detection & Case Management:
Oversee the monitoring and management of fraud-related tickets in Zendesk, including escalations, abuse reports, and high-risk interactions.
Guide the investigation of suspicious activity across customer orders, accounts, and payment methods.
Support the application of risk protocols such as order holds, verifications, account suspensions, and reinstatements.
Assist in chargeback dispute resolution by reviewing evidence and identifying evolving trends.
Cross-Functional Risk Collaboration:
Partner with cross-functional teams (Operations, Legal, Finance, Engineering) to assess risk, support investigations, and improve fraud-related procedures.
Act as the primary point of contact for fraud-related escalations and risk-related audits or reviews.
SOP Execution & Process Adherence:
Ensure the team executes and updates SOPs for fraud response and customer protection.
Promote consistent policy enforcement around blocked accounts, unauthorized activity, and transaction abuse.
Customer Protection & Trust Building:
Oversee the secure re-verification and recovery of compromised accounts, emphasizing clear and empathetic communication.
Balance fraud prevention with customer experience to uphold trust and loyalty.
Lead initiatives to develop proactive alerting systems for suspected fraud and reduce impact on legitimate users.
Program Development & Optimization:
Evaluate and enhance fraud detection rules, workflows, and operational playbooks.
Support training development and ensure your team is equipped with effective response templates.
Drive automation projects to streamline investigations and responses.
Monitoring & Reporting:
Oversee tracking of KPIs such as fraud rate, chargeback ratio, false positives, and account reactivation trends.
Provide strategic insights through reports on emerging fraud patterns and operational gaps.
Customer Communication:
Ensure proper handling of customer inquiries across queues such as Fraud, Escalations, and Customer Support.
Support the team during peak volumes or critical incidents.
Qualifications:
3-5 years of experience in fraud prevention, risk operations, trust & safety, or related investigative roles.
1+ year managing direct reports.
Proven leadership in managing fraud detection and investigation workflows.
Proven ability to detect and analyze fraudulent patterns across ecommerce, payment platforms, or customer accounts.
Familiarity with chargeback resolution and third-party fraud tools.
Experience working with Zendesk or similar case management/ticketing systems.
Understanding of compliance and privacy standards such as PCI DSS, GDPR, and CCPA.
Excellent communication skills for guiding a team and liaising with stakeholders.
Strong organizational skills with the ability to manage multiple investigations and priorities.
Ability to work independently in a fast-paced, ambiguous environment with a proactive, solution-oriented mindset.
Experience in ecommerce, retail, fintech, or high-growth tech companies.
FIGS Compensation And Benefits Pay Range
At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $70,000 and $82,000. Actual base salary is determined based on relevant skills, qualifications, and experience.
Additional Compensation And Benefits:
Equity: FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan.
Other benefits include:
Comprehensive medical, dental, and vision coverage, wellness services, life and disability insurance.
401(k) with company match up to 6%.
Paid time off, including holidays and flexible vacation policies.
Parental leave and family support initiatives.
Employee discounts and access to various perks.
About Us: FIGS is a healthcare apparel and lifestyle brand committed to empowering healthcare professionals. We innovate in comfort, durability, and style, building a community around the profession. Our initiatives include global charity efforts and a focus on employee well-being.
We consider all qualified applicants, including those with criminal histories, in accordance with applicable laws.
For more information on privacy and application processing, please see our Privacy Policy.
#J-18808-Ljbffr
Fraud & Customer Protection Lead
to oversee the safeguarding of our customers and brand from fraudulent activity. In this leadership role, you will be responsible for guiding and managing a Fraud Coordinator, ensuring effective investigation, resolution, and prevention of suspicious activity while maintaining a frictionless and trusted customer experience. You will collaborate cross-functionally with Operations, Customer Experience, and other teams to monitor risk, enforce fraud policies, and support security initiatives.
Are you the right applicant for this opportunity Find out by reading through the role overview below. As a subject matter expert in digital fraud prevention and customer account protection, the ideal candidate combines a proactive mindset, strong leadership, and a deep understanding of fraud mitigation best practices. This role requires sound judgment, exceptional communication skills, and a passion for maintaining customer trust and operational integrity.
Key Responsibilities:
Leadership & Oversight
Lead, mentor, and oversee the daily activities of the Fraud Specialist.
Ensure effective case management and investigation procedures are followed.
Review and approve high-risk cases, escalations, and strategies for resolution.
Provide guidance and oversight on fraud detection and response, ensuring adherence to SOPs and policies.
Foster a culture of continuous improvement in fraud detection and prevention efforts.
Fraud Detection & Case Management:
Oversee the monitoring and management of fraud-related tickets in Zendesk, including escalations, abuse reports, and high-risk interactions.
Guide the investigation of suspicious activity across customer orders, accounts, and payment methods.
Support the application of risk protocols such as order holds, verifications, account suspensions, and reinstatements.
Assist in chargeback dispute resolution by reviewing evidence and identifying evolving trends.
Cross-Functional Risk Collaboration:
Partner with cross-functional teams (Operations, Legal, Finance, Engineering) to assess risk, support investigations, and improve fraud-related procedures.
Act as the primary point of contact for fraud-related escalations and risk-related audits or reviews.
SOP Execution & Process Adherence:
Ensure the team executes and updates SOPs for fraud response and customer protection.
Promote consistent policy enforcement around blocked accounts, unauthorized activity, and transaction abuse.
Customer Protection & Trust Building:
Oversee the secure re-verification and recovery of compromised accounts, emphasizing clear and empathetic communication.
Balance fraud prevention with customer experience to uphold trust and loyalty.
Lead initiatives to develop proactive alerting systems for suspected fraud and reduce impact on legitimate users.
Program Development & Optimization:
Evaluate and enhance fraud detection rules, workflows, and operational playbooks.
Support training development and ensure your team is equipped with effective response templates.
Drive automation projects to streamline investigations and responses.
Monitoring & Reporting:
Oversee tracking of KPIs such as fraud rate, chargeback ratio, false positives, and account reactivation trends.
Provide strategic insights through reports on emerging fraud patterns and operational gaps.
Customer Communication:
Ensure proper handling of customer inquiries across queues such as Fraud, Escalations, and Customer Support.
Support the team during peak volumes or critical incidents.
Qualifications:
3-5 years of experience in fraud prevention, risk operations, trust & safety, or related investigative roles.
1+ year managing direct reports.
Proven leadership in managing fraud detection and investigation workflows.
Proven ability to detect and analyze fraudulent patterns across ecommerce, payment platforms, or customer accounts.
Familiarity with chargeback resolution and third-party fraud tools.
Experience working with Zendesk or similar case management/ticketing systems.
Understanding of compliance and privacy standards such as PCI DSS, GDPR, and CCPA.
Excellent communication skills for guiding a team and liaising with stakeholders.
Strong organizational skills with the ability to manage multiple investigations and priorities.
Ability to work independently in a fast-paced, ambiguous environment with a proactive, solution-oriented mindset.
Experience in ecommerce, retail, fintech, or high-growth tech companies.
FIGS Compensation And Benefits Pay Range
At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $70,000 and $82,000. Actual base salary is determined based on relevant skills, qualifications, and experience.
Additional Compensation And Benefits:
Equity: FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan.
Other benefits include:
Comprehensive medical, dental, and vision coverage, wellness services, life and disability insurance.
401(k) with company match up to 6%.
Paid time off, including holidays and flexible vacation policies.
Parental leave and family support initiatives.
Employee discounts and access to various perks.
About Us: FIGS is a healthcare apparel and lifestyle brand committed to empowering healthcare professionals. We innovate in comfort, durability, and style, building a community around the profession. Our initiatives include global charity efforts and a focus on employee well-being.
We consider all qualified applicants, including those with criminal histories, in accordance with applicable laws.
For more information on privacy and application processing, please see our Privacy Policy.
#J-18808-Ljbffr