Job Description

Raphie is looking for a detail-oriented Payment Escalations Agent to join our growing team.

In this role, you'll investigate payment-related concerns, review escalated customer cases, identify suspicious account activity, and help ensure a secure and seamless customer experience. You'll work closely with customer support and cross-functional teams to resolve complex issues while balancing customer trust and business protection.

Key Responsibilities

Handle and resolve payment-related tickets escalated by Customer Support
Investigate reports of fraud, missing payments, and account-related concerns
Review accounts flagged for suspicious activity
Evaluate and approve customer redemption requests
Partner with internal teams to improve processes, tools, and customer experience

Qualifications

1+ year of experience in payments, fraud prevention, trust & safety, chargebacks, risk, security, or a related field
Customer support or customer-facing experience
Strong analytical and investigative skills
Excellent attention to detail
Ability to make sound decisions in situations where established policies may be limited

Nice to Have