Fraud Operations Specialist - Mexico

Position Overview

• Location Type: Remote
• Job Type: Permanent Full Time Employee
• Salary: Not specified

Aircall is the world’s leading integrated customer communications and intelligence platform for growing businesses. Trusted by over 20,000 companies worldwide, Aircall unifies voice and digital channels into one seamless platform, offering one-click integrations with leading CRMs and over 100 business tools. With real-time, AI-powered insights and feedback, AI agents, and automation, we help sales and support teams save time on routine tasks, uncover opportunities, and deliver exceptional customer experiences. With a global team of 600+ across nine offices, Paris, New York, San Francisco, Sydney, Madrid, London, Berlin, Seattle, Mexico City, Aircall is transforming how businesses connect with their customers, driving smarter conversations, deeper relationships, and measurable success.

We are seeking a dedicated and detail-oriented Fraud Operations Specialist to join our newly created Fraud Ops team. In this crucial role, you will be at the forefront of safeguarding Aircall services by actively monitoring, flagging and investigating fraudulent activities. Reporting to our Senior Analyst, Fraud Operations, you will also help define and shape new processes related to fraud prevention and detection.

How We Work at Aircall

At Aircall, we believe in customer obsession, continuous learning, and delivering extraordinary outcomes. We value open collaboration, taking ownership, and making smart, informed decisions with speed and precision. If you thrive in a fast-paced, team-driven environment where curiosity, trust, and impact matter, you'll fit right in.

Key Responsibilities

• Diligently investigate and solve fraud-related inquiries originating from various internal teams (Engineering, Sales, Success, Billing Support, Number Operations) as well as carrier partners.
• Partner with customer account owners to ensure seamless communication and resolution of fraud-related issues.
• Monitor global activity using tools such as Looker, Datadog, and internal systems to flag potential fraud patterns and suspicious activities.
• Investigate and analyze flagged anomalies to determine the validity and impact of potential fraud incidents.
• Use critical thinking skills to make well-supported and data-driven decisions relative to the alert type.
• Accurately document fraud attempts, trends, and loss events.
• Contribute to the continuous development and refinement of fraud detection and prevention processes.

Qualifications

• 3+ years of experience in Fraud Prevention Operations (also known as Risk Management or Trust & Safety) for a technology company, preferably within the TelCo sector.
• Demonstrated experience with fraud detection tools, industry best practices, and case management platforms like Zendesk.
• Strong analytical and problem-solving skills with the ability to interpret complex data and identify patterns, using data analysis tools such as Looker or Datadog (or similar).
• Comfort with ambiguity and obscurity. We’re operating in uncharted waters, and the existing frameworks aren’t always applicable.
• A keen eye for detail and a commitment to accuracy.
• You have a customer-first mindset and demonstrated ability to provide exceptional internal and external customer care.
• Exceptional written and oral communication skills. This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language.
• You are proactive, organized, focused, and can ruthlessly prioritize with a strong sense of accountability and ownership.

About Aircall

We know that success comes from clever work and deserves recognition and reward. We value people who are bold, ambitious, collaborative and customer-centric. We are a global community growing together. If you love a good challenge, enjoy solving meaningful problems, and want to be a part of one of the fastest-growing B2B startups, then Aircall is the company you are looking for! Aircall offers a unique work environment.