We are Mythical Games. A Venture-backed next-generation game technology company at the intersection of video games and economics led by industry veterans. Our goal is to lead the industry with the launch of exceptional video game experiences that leverage distributed ledger technology, while also providing a platform of robust tools that will allow any other game developers to do the same.
We are currently looking for a Customer Service Lead, Billing & Fraud to be based in our Seattle, WA office. The Customer Service Lead will report to our Senior Manager, Customer Service, and will be responsible for the daily operations of the Fraud and Billing team while ensuring that volumes and SLAs are kept at optimal levels.
Responsibilities
- Overseeing the daily operations of the Fraud and Billing team while ensuring that volumes and SLAs are kept at optimal levels.
- Monitor assigned escalation queues. Lead projects and back up the Billing and Fraud support agents.
- Maintaining high levels of communication with the Fraud & Billing team.
- Being the first point of contact for the team and other departments for any operational queries and issues.
- Ensuring that all processes are up-to-date and in accordance with compliance requirements.
- Holding regular team meetings to share updates with the team, gather feedback, and discuss improvements to processes.
- Taking ownership of any issues occurring during shifts, effectively managing the issue, and taking the most efficient course of action to minimize customer impact as well as workload.
- Identifies system and fraud rule improvements to prevent fraudulent activities.
- Recommends anti-fraud processes and optimizes current fraud prevention processes.
- Work closely with the Marketplace product team to ensure best practices for online storefronts.
- Perform regular and ad-hoc reporting which may be required for further analysis.
- Trains agents on how to dispute chargebacks manage failed purchase issues, identify fraudulent transactions, and cancel them from further processing.
Requirements
- A solid understanding of billing practices, 3+ years’ experience
- Experience in gaming, online marketplace or banking is highly preferred but not mandatory.
- Demonstrable experience in a highly regulated and compliance-focused role.
- Knowledge of Fraud validation tools
- Knowledge of money laundering and how to combat it
- Tactfully able to deal with confidential/sensitive information
- Detail-oriented and an analytical problem-solver
- Naturally inquisitive and alert to irregular activity
- Innovative with strong organizational skills
- Experience in leading a customer support team and dealing with CS queries
- Excellent verbal and written communication skills
- Able to work with high levels of discretion
