Customer Service Specialist – Risk & Fraud (French + English)

About the position

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

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