Fraud Prevention Team Lead — Drive Trust & Ops Excellence

BEAWESOME, INC.

Davao City

On-site

PHP 300,000 - 420,000

Full time

14 days+

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Benefits offered by this job

Signing bonus

Job summary

Awesome CX by Transcom in Davao seeks a Fraud Prevention Team Leader to guide a high-performing team focused on protecting the platform from fraud. You will balance people leadership with analytics, process optimization, and strict adherence to policies to maintain trust and safety in a fast-paced environment.

You will develop team capabilities, coach extensively (50+ sessions weekly), and drive operational excellence while meeting targets.

Qualifications

University degree or equivalent higher qualification.
2-4 years of experience in fraud operations, marketplace operations, or senior customer support.
Proven experience leading a team in a performance-driven environment.
Strong analytical, critical-thinking and decision-making skills.
Experience with e-commerce, fraud platforms, or tools like Zendesk/Kustomer.

Responsibilities

Directly manage the team to meet production targets, SLAs, and quality standards.
Review and evaluate performance reports; set targets for investigation throughput and resolution time.
Monitor ACD/dialing systems and manage scheduling adherence to avoid payroll anomalies.
Identify process gaps, trends, and risks; use data/metrics to recommend operational improvements.
Oversee the identification and investigation of suspicious activity to protect collectors, sellers, and the platform from fraud.
Ensure team application of company policies remains consistent when classifying, removing, or escalating content.
Act as a point of escalation for complex cases involving sensitive or objectionable content.
Foster a culture of empathy, integrity, and sound judgment in all interactions.