Company Description
Fraud Deflect delivers next-generation chargeback protection with innovative solutions designed to recover up to 50% of transactions and prevent up to 99% of disputes. Using its proprietary FD.ID Technology, behavioral tracking, and real-time dispute monitoring, Fraud Deflect helps merchants protect revenue and foster scalable business growth. The fully automated platform integrates seamlessly with CRMs, gateways, and processors, requiring no merchant engineering. With transparent pricing, dedicated support, and proven results, Fraud Deflect simplifies chargeback management for businesses of all sizes.
Role Description
This is a contract remote role for a Client Success Representative at Fraud Deflect. We are looking for a highly organized and proactive Client Experience Account Manager who will be responsible for ensuring customer satisfaction, analyzing data to drive strategic decisions, retaining customers, building and maintaining strong relationships with clients, and delivering exceptional customer service on a daily basis.
Note: We only accept RESUMES (CVs) submitted in English.
Key Responsibilities
* Deliver a white-glove experience for new and existing clients.
* Set and manage clear client expectations and goals.
* Monitor and report on client performance metrics regularly.
* Proactively identify opportunities for improvement or service expansion.
* Manage and resolve client issues, escalating as necessary.
* Build and foster long-term client relationships to drive mutual growth.
* Collaborate with cross-functional teams to enhance client outcomes and internal processes
Qualifications and Skills
* Client Success Experience: At least 2 years of proven experience in Client Success, preferably in payments or a tech start-up environment.
* Excellent Communication Skills: Proficiency in managing email and chat communications and leading client calls confidently.
* Problem-Solving Abilities: Proactively identify and resolve client challenges with innovative solutions.
* Technical Proficiency: Familiarity with systems such as AWS QuickSight, Jira, and Hubspot is a plus.
* Documentation Skills: Ability to create clear and effective guides, templates, and troubleshooting materials.
* Team Collaboration: Willingness to participate in knowledge-sharing sessions and contribute to process improvement.
* Industry Context: Familiarity with the payments or fraud landscape is a strong plus.
* Bilingual Skills: Fluency in English and Portuguese is required.
Why Join Us?
* Competitive Pay: Compensation that matches your experience.
* Remote-Friendly: Work from where you are most productive.
* Fast-Paced Growth: Make a real impact in a rapidly scaling company.
* Collaborative Team: Join a supportive environment focused on collective success.