Customer Service Specialist – Risk & Fraud

Customer Service Specialist Risk & Fraud (French English)

Location:

Lisbon Portugal On-site

Start Date:

8 January 2026

Working Schedule:

• Monday to Sunday
• Rotative shifts between 08:00 23:00
• 2 rotational days off

Role Overview:

As a Customer Service Specialist Risk & Fraud you will support users in the French-speaking market handling cases related to e-commerce fraud abuse and risk-related incidents. You will play an important role in identifying suspicious activity supporting investigations and ensuring a safe and reliable user experience while delivering high-quality customer service.

Key Responsibilities:

• Provide customer support via email chat and/or phone in French and English
• Review assess and investigate cases related to e-commerce fraud and abuse
• Identify suspicious user behavior and transactions
• Apply internal policies and procedures to determine appropriate actions
• Escalate complex or high-risk cases when required
• Maintain accurate and detailed case documentation
• Meet quality productivity and compliance KPIs
• Collaborate with internal Risk Trust & Safety and Operations teams

Mandatory Requirements:

• Fluent French and advanced English
• Minimum 2 years of experience in an e-commerce fraud environment
• At least 2 years of customer service experience
• Experience in fraud abuse or cybercrime investigations is a strong plus
• Strong analytical skills and attention to detail
• Ability to work in rotational shifts including weekends

Nice to Have:

• Previous experience in Trust & Safety Risk or Compliance roles
• Familiarity with online platforms marketplaces or digital services
• Experience using case management or investigation tools

Compensation & Benefits:

• Base Salary: 900 (paid over 14 months)
• Complexity Bonus: 100 (paid over 11 months)
• Meal Allowance: 7.63 per day
• Health Insurance: since day 1 (free after 6 months of contract.)

Accommodation The Game Changer

• Immediate access to a shared apartment (private room) upon arrival
• All utilities included
• Fixed cost of 280/month deducted directly from your payslip
• No deposit agency fees or upfront rental costs

Why Join Us:

• Work on a global digital platform project
• Develop expertise in risk fraud prevention and investigations
• Multicultural and international working environment
• Structured onboarding and continuous training