Fraud Prevention Team Leader

BEAWESOME, INC.; Davao City; On-site; PHP 300,000 - 420,000; Full time

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.

Skills

Fraud operations

Team leadership

Analytics

Marketplace ops

Customer support

Education

University degree or equivalent

Tools

Zendesk/Kustomer

Job description

Join our Awesome CX by Transcom Family as a Fraud Prevention Team Leader and enjoy an exciting opportunity to earn a ₱10,000 Signing Bonus upon joining! (Terms and conditions apply)

Awesome CX by Transcom is looking for talented individuals like you to join our awesome team! Be a Fraud Prevention Team Leader for our Awesome CX by Transcom Davao site. The Team Leader is responsible for managing the product knowledge, profitability, quality, and operational effectiveness of the brand's team. The TL leads and manages a team of associates to protect the integrity of the platform, ensuring consistency, policy enforcement, and operational excellence in a high-risk environment.

Key Responsibilities:

Operational Leadership & Strategy:

• Directly manage the team to meet production targets, SLAs, and quality standards
• Review and evaluate performance reports; set individual and team targets for investigation throughput and resolution time
• Monitor ACD/dialing systems (as required) and manage scheduling adherence to avoid payroll anomalies
• Identify process gaps, trends, and risks; use data/metrics to recommend operational improvements

Trust & Safety Specialization:

• 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 with collectors

People Development:

• Execute a minimum of 50 side-by-side coaching/monitoring sessions per week, documented in the Coach system
• Adapt leadership style to individual needs, promoting a high-motivation environment conducive to success
• Manage performance through regular appraisals and provide continuous feedback
• Promote teamwork and ensure behaviors align with both company and brand's goals

What we are looking for:

To be successful in this role, you must have...

• 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, high-pressure environment
• Strong analytical, critical-thinking, and decision-making skills.
• Experience with e-commerce, fraud platforms, or tools like Zendesk/Kustomer
• Strong organizational skills and ability to manage multiple priorities

What Life at Awesome CX by Transcom is like

Awesome CX by Transcom inclusive culture is rooted in wellness & fun. Culture doesn’t equal perks! We've got great amenities, suited to every need. You’ll be hard pressed to find a company that doesn’t say they have great culture, so what makes us different?

Wellness:

At Awesome CX by Transcom, we want to take care of our greatest assets, our people! We are sure to prioritize the whole person, not just their professional life, but their personal one as well. Knowing that happy and healthy employees make top performers.

The health and well-being for all Awesome CX by Transcom team members is, and will remain, our greatest priority. Accessibility to health care means an onsite care center, STD testing, as well as insurance equality for everyone to ensure that every person has peace of mind.

One of our core values is “good vibes”. We like to think that we provide an awesome environment to support as many good days as possible. However, on the inevitable, yet occasional bad days, we offer resources such as an in-house psychologist, mental health courses, as well as a dance and yoga studio to help give our team a boost.

Free daycare facilities give our teams one less thing to worry about while at work. By providing a safe place for kids to learn, play, and grow, Awesome CX by Transcom helps the parents on our teams focus on their work knowing their kids are well taken care of.

True to our value of “Keeping It Real” we encourage our team members to come as they are and be their authentic selves at work. We celebrate each other’s differences, whether that is by honoring a cultural holiday or celebrating Pride month!

Career Development - At Awesome CX by Transcom, we look to support our customer experience specialists just as much as they are committed to supporting your customers. A vast variety of training and education give our agents the tools they need to thrive and succeed.

Awesome Cares - community involvement and charitable contributions The importance of giving back to our community is embedded in our DNA, which is why one of our values is “Do the right thing”. We take responsibility for the impact we can make on our brands, our people, and our planet.

Fun:

At Awesome CX by Transcom we work hard, we play harder! After all, what’s life without a little fun? We believe that a culture that creates long lasting happiness is a culture that delivers client results. Our in-office amenities and team building excursions contribute to Awesome CX by Transcom’s cool-ture.

Work doesn’t have to be boring… We bring the fun to the workplace…

• Life size chess board
• Putting green
• Waterfalls
• Dance and yoga studio
• Pingpong tables
• Cafes
• Collaborative Workspaces

Our teams are more like family. That’s in large part due to our team building events and off-site excursions. From fun happy hours after work, to amazing sightseeing trips, there’s so much we have to offer to bond our team together.

Year-end party - honestly, we can’t even explain it. You’d have to see it to believe it. This is an unforgettable time of year for our teams to get together and celebrate their accomplishments.

Our dedication to ensuring employee happiness goes above and beyond. And by that, we mean that we have a whole happiness team whose job is to bring joy into the office. From celebrating team members’ birthdays, to recognizing amazing accomplishments, the happiness team is there to put a smile on everyone's face!