Payment Escalations Agent

Raphie is looking for a detail-oriented Payment Escalations Agent to join our growing team.

In this role, you'll investigate payment-related concerns, review escalated customer cases, identify suspicious account activity, and help ensure a secure and seamless customer experience. You'll work closely with customer support and cross-functional teams to resolve complex issues while balancing customer trust and business protection.

Key Responsibilities

• Handle and resolve payment-related tickets escalated by Customer Support
• Investigate reports of fraud, missing payments, and account-related concerns
• Review accounts flagged for suspicious activity
• Evaluate and approve customer redemption requests
• Partner with internal teams to improve processes, tools, and customer experience

Qualifications

• 1+ year of experience in payments, fraud prevention, trust & safety, chargebacks, risk, security, or a related field
• Customer support or customer-facing experience
• Strong analytical and investigative skills
• Excellent attention to detail
• Ability to make sound decisions in situations where established policies may be limited

Nice to Have

• Experience with Zendesk or similar CRM platforms
• Experience in gaming, social gaming, fintech, payments, or risk operations

If you're passionate about problem-solving, protecting customers, and driving operational excellence, we'd love to hear from you.

🔗 Learn more about us at www.raphie.com

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