Web3 Fraud Support & Account Safety Lead

Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible, and fair financial future, one piece of software at a time. At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences and customer enablement to our rapidly growing, global customer base. Reporting to the Head of Customer Success, you’ll build and lead a team of Fraud Support & Account Safety Specialists. Your team will be the first line of defense in triaging customer inquiries related to fraud concerns and compromised accounts while supporting our back office teams with investigations. You’ll be responsible for establishing and continuously iterating upon the team and cross-functional SOPs, helping define the tone and response to commonly encountered fraud and security-related concerns, and ensuring your team is constantly up to date on fraud and account security protocols when responding to customers. WHAT YOU WILL DO Hire, train, and lead a specialized customer success team that provides email, chat, and occasional phone support for customers who are reporting, or being investigated for, fraud or account security-related reasons Define & oversee your team’s daily activities (planning, staffing, defining SOPs), systematically manage unplanned events (market peaks, urgent escalations, etc.), and propose solutions to improve Blockchain.com's response to fraud and account security Define, implement and monitor key performance indicators for the team (average response time, resolution time, pending backlogs, etc.) and work with the Customer Success leadership team to identify areas for improvement Act as a bridge between Customer Success and Compliance. Focusing on building an efficient and high-performing team of fraud support specialists. Strike the appropriate balance between customer empathy and compliance protocol, and coach/mentor your team to do the same. As this is a front office role supporting back office initiatives, finding the right tone and communication style with customers around fraud and account safety is critical. Act as a subject matter expert, working with our Product teams to help develop processes to reduce fraud rates and better handle customer queries related to this matter. Support our Compliance team to carry out investigations into suspicious activity and manage cases that require customer interaction. Assist our Security team in identifying patterns across compromised wallets and scams to help remove bad actors from our platform at scale. WHAT YOU WILL NEED Have 3+ years of experience both building and managing teams, ideally in compliance or regulatory setting or in a front-office role pertaining to compliance matters; Fraud experience preferred Are customer-obsessed. You love being client-facing and leading a team of client-facing specialists, and are always looking for ways to improve the customer experience. Excel in relationship building & have experience managing complex cross-functional relationships. Are natural problem-solvers. You’re known for identifying the root cause of problems and following through on creative solutions. Have high EQ and a natural ability to build rapport and team morale in a remote work environment. Perform well in a fast-paced, diverse work environment with great follow-through. Demonstrate the utmost integrity and trustworthiness in all client interactions. Exercise creativity while working within constraints. Having knowledge of cryptocurrencies - is a plus. Have knowledge of regulated financial products - a plus. COMPENSATION & PERKS Competitive full-time salary based on experience and meaningful equity in an industry-leading company The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an exciting, emerging industry. Unlimited vacation policy; work hard and take time when you need it. Crypto bonuses Performance-based bonuses paid in cash Apple equipment provided by the company Awesome office locations and remote working options. APPLICATION: Favorite GIF. LinkedIn profile. Link to Github, StackOverflow, personal website, and/or blog (if applicable). When you apply for a job on this site, the personal data contained in your application will be collected by one or more of the following subsidiaries of Blockchain Luxembourg S.A (each, a “Controller”): Blockchain Access UK Ltd. Blockchain (GB) Limited Blockchain (US), Inc. Blockchain (LT), UAB You may contact our Data Protection Officer by email at dpo@blockchain.com. Your personal data will be processed for the purposes of managing the Controller’s recruitment-related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America, and engaged by the Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that the United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards under the standard contractual clauses. Your personal data will be retained by the Controller as long as Controller determines it is necessary to evaluate your application for employment. Under the GDPR, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that the processing of your personal data be restricted. You also have to right to data portability. In addition, you may lodge a complaint with an EU supervisory authority.