Anti-fraud Support Agent

WHO WE ARE

We help creators get more out of every conversation with Instagram-focused automations and support for other channels like Messenger, WhatsApp, and TikTok. The result? Better engagement, more sales, and real, sustainable growth.

With a diverse team of 350+ people spread across three continents, we’re building the leading Chat Marketing platform that is used — and loved — by more than 1.5 million customers worldwide.

WHO WE'RE LOOKING FOR

We’re seeking an Anti-fraud support ✨superstar✨ to join our team! This role isn’t just about handling anti-fraud requests - it’s about delivering top-tier service to our customers and partners around the world.

As part of the team, you’ll report to the Anti-Fraud Program Manager, assisting in navigating the complex landscape of anti-fraud processes and operations. Your work will directly contribute to building a safer, more trusted platform.

If you put security, customer trust, and fraud prevention while ensuring an exceptional user experience, let’s start a conversation!

WHAT YOU'LL DO

• Monitor, investigate, and resolve anti-fraud incidents on a daily basis.
• Work closely with our data analytics team to analyze anti-fraud cases and improve our anti-fraud monitoring rules and systems (e.g., Stripe Radar) to meet various anti-spam and anti-fraud regulations (e.g., CASL, CAN-SPAM Act).
• Provide outstanding customer experience to our users and partners - it’s a part of our mission to make Manychat customers feel happy when using our product.
• Assist in establishing a system for identifying and managing anti-fraud risks.

TO SHINE IN THIS ROLE

You’ll need:

• 2+ years of experience in fraud prevention, risk management, trust & safety, or customer support (SaaS/PLG/Enterprise is a plus), with strong knowledge of common online fraud patterns (e.g., account takeovers, payment fraud, abuse, scams).
• Strong analytical and problem-solving skills; ability to interpret data and identify fraud patterns.
• Proven ability to work collaboratively across departments, including security, compliance, and customer support teams.
• High integrity: ability to handle sensitive information with confidentiality and professionalism.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Clear written and verbal communication skills, including the ability to explain complex issues.
• Fluency in English, both written and verbal.

It would be great if you have:

• Experience working with fraud detection tools such as Stripe Radar, Sift, or similar platforms.
• Ability to self-serve data by writing SQL queries, and experience working with data visualization tools (e.g., Tableau, Power BI).
• Familiarity with KYC/AML fundamentals and regional regulatory requirements (LATAM/Brazil).
• Knowledge of chargeback management and dispute resolution processes.
• Understanding of digital payment systems and financial fraud schemes.
• Prior experience in cybersecurity, compliance, or financial risk assessment.

WHAT WE OFFER

We care deeply about your growth, well-being, and comfort:

• Professional development budget for conference tickets, online courses, and other relevant resources to help you grow.
• Flexible benefits package to tailor perks that matters most for you.
• Hybrid work and generous leave options to prioritize your work-life balance.
• In-office perks, including free snacks and meal allowance.
• Company-funded sport activities, annual offsites and team-building events.

Manychat is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.

This commitment is also reflected through our candidate experience. If you have individual needs that may require an accommodation during the interview process, please indicate this in your application. We will do our best to provide assistance throughout your interview process to ensure you’re set up for success.

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