Customer Success Representative

Riskified; São Paulo; On-site; BRL 60,000 - 90,000; Full time

Job summary

Riskified, a fintech-powered ecommerce risk platform, is seeking a Customer Support Representative to work with the world’s leading online retailers. You will use analytical skills and product knowledge to maximize client value and help fight fraud.

Join a fast-growing B2B SaaS environment in São Paulo, Brazil, and become the public face of Riskified for merchants. You’ll manage inquiries, troubleshoot, and onboard new clients while collaborating across teams, in a role offering growth and

Qualifications

• 2+ years in a customer-facing support or success role.
• Proficiency in English and Portuguese (spoken and written); Spanish a plus.
• Strong troubleshooting, critical thinking, and communication skills.
• Detail-oriented with ability to follow complex processes.
• Experience with Office Suites and Google Docs.
• Experience with ticketing systems like Freshdesk or Zendesk.
• Knowledge of SQL and APIs is a plus.
• Prior B2B SaaS experience is advantageous.
• Able to work independently with minimal supervision; strong decision-making.
• Willing to work 8-hour shifts 2pm–10pm NY time, Monday–Friday, with occasional weekends.

Responsibilities

• Be the public face of Riskified for all inbound communications with our merchants.
• Effectively handle inquiries and requests from our merchants and internal teams.
• Troubleshoot and escalate issues through the proper paths.
• Represent the voice of the customer across Riskified.
• Onboard new Riskified clients and ensure their successful use of our services.

Skills

Strong communication

Bilingual English/Portuguese

Troubleshooting

Attention to detail

Office suites (Excel/Sheets)

Ticketing systems (Freshdesk/Zendesk)

SQL / API basics

Experience in B2B SaaS

Independent / self-driven

Flexible shifts

Tools

Freshdesk

Zendesk

Excel

Google Sheets

Job description

Riskified empowers businesses to unleash ecommerce growth by taking risk off the table. Many of the world’s biggest brands and publicly traded companies selling online rely on Riskified for guaranteed protection against chargebacks, to fight fraud and policy abuse at scale, and to improve customer retention. Developed and managed by the largest team of ecommerce risk analysts, data scientists and researchers, Riskified’s AI-powered fraud and risk intelligence platform analyzes the individual behind each interaction to provide real-time decisions and robust identity-based insights. Riskified is proud to work with incredible companies in virtually all industries including Wayfair, Acer, Gucci, Lorna Jane, GoPro, and many more.

We thrive in a collaborative work setting, alongside great people, to build and enhance products that matter. Abundant opportunities to create and contribute provide us with a sense of purpose that extends beyond ourselves, leaving a lasting impact. These sentiments capture why we choose Riskified every day.

About the Role

At Riskified, we put our customers at the forefront of everything we do. We are looking for a skilled Customer Support Representative that will work with the largest online retailers in the world. You will utilize your analytical skills and comprehensive understanding of our product to ensure that Riskified clients maximize the benefits of our services enabling their ecommerce operation and battling online fraud.

We are seeking an individual who is driven, experienced, innovative, and well-organized, with a demonstrated history of excelling in support and escalation management in a B2B SaaS environment. If you possess these qualities and are interested in a challenging role with a lot of room to grow in a well-established fintech company, then this opportunity is tailor-made for you.

What You'll Be Doing

• Be the public face of Riskified for all inbound communications with our merchants
• Effectively handle inquiries and requests from our merchants and internal teams
• Troubleshoot and elevate issues to the appropriate escalation paths
• Act as the voice of the customer within Riskified across all departments
• Onboard new Riskified clients and ensure their success using our services

Qualifications

• At least 2+ years experience in a customer-facing support/success position
• English and Portuguese verbal and written communication proficiency required — Spanish is a plus
• Excellent troubleshooting, critical thinking, and communication skills
• Detail-oriented with ability to easily follow complex processes and flows
• Familiar with Office Suites and/or Google Docs (especially Excel/Google Sheets)
• Experience with ticketing systems such as Freshdesk, Zendesk or similar - an advantage
• SQL and API knowledge - an advantage
• Previous experience in a B2B SaaS company - an advantage
• You must be able to work independently with minimum supervision and confident in making decisions in accordance with Riskified’s practices
• Flexible as to working arrangements and hours - CSRs work 8 hours/day in shifts from 2pm to 10pm (NY time), Monday to Fridays and occasional weekends.

Riskified is deeply committed to the principle of equal opportunity for all individuals. We do not discriminate based on race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other status protected by law.