Customer Service Specialist – Risk & Fraud (German Speaking)

Location: Lisbon, Portugal – On-site

Start Date:

8 January 2026

Working Schedule:

• Monday to Sunday
• Rotative shifts between 08:00 – 23:00
• Days Off: 2 rotational days

Role Overview:

As a Customer Service Specialist – Risk & Fraud, you will support users within the German-speaking market, handling sensitive cases related to e-commerce fraud, abuse, and risk-related investigations. You will play a key role in identifying suspicious activity, supporting investigations, and ensuring a safe and trustworthy user experience while delivering high-quality customer support.

Key Responsibilities:

• Provide customer support via email, chat, and/or phone in German and English
• Handle cases related to e-commerce fraud, abuse, and risk incidents
• Review, analyze, and investigate suspicious transactions and user behavior
• Apply internal policies and procedures to assess risk and recommend appropriate actions
• Escalate complex or high-risk cases to relevant internal teams
• Maintain accurate documentation and case records
• Meet quality, productivity, and compliance KPIs
• Collaborate with cross-functional risk and trust & safety teams

Mandatory Requirements:

• Fluent German 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 investigation, abuse, or cybercrime is a strong plus
• Strong analytical and problem-solving skills
• High attention to detail and risk awareness
• Ability to work in rotational shifts, including weekends

Compensation & Benefits:

• Base Salary: 1,100€ (paid over 14 months) €15,400/annually; €1,100 per month, paid over 14 months or €1,283,33 per month, paid over 12 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