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