Blockchain.com is hiring a
Customer Trust & Safety Manager

Summary

The job is for a Team Lead position in Fraud Prevention & Account Safety at Blockchain.com's office in Vilnius, Lithuania. The role involves leading the team to ensure the integrity of services and safeguard customers from fraudulent activities.

Requirements

• At least 3 years prior experience within Banking, Finance or FinTech
• At least 3 years of direct team lead or management experience

Responsibilities

• Collaborate across teams including Compliance, Product, Finance, and Customer Success to align objectives and address fraud risks
• Develop and execute a strategic vision for Fraud operations
• Guide team in deciphering patterns and trends indicative of fraudulent behaviors, enabling proactive monitoring and detection
• Uphold team's reporting standards, quality measures, and service level agreements
• Oversee operational processes, optimizing workflows and implementing new strategies to tackle challenges
• Establish and track metrics for fraud prevention and operational effectiveness
• Work with internal stakeholders to plan, prepare and forecast potential losses, develop mitigating controls and educate internal partners on fraud schemes and industry trends
• Lead the growth, mentorship, and recruitment of team members
• Advocate for product improvements to enhance quality and value, and contribute to the fraud product design process
• Coach and mentor the team to find the balance between customer empathy and compliance protocol on an ongoing basis
• Cultivate new areas of expertise and ownership to elevate our team's impact

Preferred Qualifications

• Strong analytical abilities with the capacity to transform raw data into a captivating narrative and strategic vision tailored for executive-level stakeholders
• SQL skills are a major plus
• Skilled in formulating strategies and overseeing significant projects related to Fraud operations and/or operational risk within the financial service sector
• Excellent problem-solving and decision-making abilities
• Demonstrated history of driving organizational transformation, developing innovative solutions, and delivering results
• Perform well in a fast-paced, sometimes ambiguous, diverse work environment with great follow through
• Excel in relationship building & have experience managing complex cross-functional relationships
• Knowledge of cryptocurrencies or crypto experience is a plus

Benefits

• Unlimited vacation policy
• Unlimited books policy
• Apple equipment
• Full-time salary based on experience and meaningful equity in an industry-leading company
• This job is located in Lithuania, Vilnius. Presence is in the office 3 days per week is mandatory