Job Description
Your Role
The Customer Operation Team is responsible for providing support to our private users through our portfolio of trusted service partners. They ensure that our users have a safe and reliable experience on our platform through moderation of user generated content. The insights they gain from contact with users are shared with the wider business to help shape future product developments.
In your role, you are part of the Customer Operation Team and will be responsible to detect abnormal and potentially fraudulent behavior. You ensure that internal Trust & Safety processes are properly applied and recommend optimisation measures to contain the risk of fraud on our platform.
Your focus will be on the following topics:
Developing an end-to-end fraud & moderation strategy, inclusive user education mechanisms, based on customer and product data, targeted to make the customer journey a safe & trustful experience
Analysing data & performance KPIs & insights, either generated internally though our platform or via external Partners for the detection & moderation of tools and systems
Identifying, managing & solving proven cases of fraud on a daily basis
Administering the scoring rules for our internal tools
Carrying out analyses for reporting purposes and recommend new anti-fraud rules
Contributing to internal and external performance reviews
Contributing to the development and creation of fraud detection tools
Being a cross-functional interface to ensure information flow, seek & drive Management buy-in (especially with Product, PR, Content Management) to raise awareness of fraud prevention.
About You:
You have about 4 years of well-founded experience in the area of fraud & content moderation in a similar position in an eCommerce company
You have a proven track record in reducing fraud performance KPIs through definition and implementation of corrective actions
You have strong knowledge of major data analysis & reporting tools
You have excellent German and English language skills, in written and verbal communication
You have resilience in fast changing environments and capability to adapt fast
You have experience in working in cross-functional teams as it is an important factor for further development and daily exchange
You have an independent "hands-on" way of working as well as a high level of team and detail orientation
Expertise in customer service is preferred
Benefits
- Competitive compensation package
- Opportunity to shape the way we work. Your feedback and opinions are valued at all levels of the organisation
- Benefits including stock purchase plan and annual bonus plans
- Flexibility to work when and how you want - flexible hours, autonomy to set your own agenda, choice of phone and computer
- Smart Working Policy - work remotely some of the time, balanced with time in the office together with your team - between 5 and 45 days per quarter in the office depending on each team.
- 'Work from anywhere' weeks - up to four weeks working from anywhere, as long as you have an internet connection!
- Career development, including language classes and Adevinta Academies: specialised content built by our experts on Machine Learning, Agile, Leadership and more
- 28 days of holidays, Commuter allowance, Life insurance, retirement plan and generous family leave
Company Description
Kleinanzeigen is the most-visited general classifieds site in Germany and growing at speed. Currently, we have more than 45 million live ads and 35 million unique visitors per month – with the majority on mobile devices. Kleinanzeigen helps people find whatever they're looking for and every connection made or item found makes a difference by creating a world where people share more and waste less.
Customer centricity and passion for our products is what helps us to develop our platform. Our agile environment, weekly usability tests, prototyping and multi-functional teams make our product better every single day. If you're passionate about joining a purpose driven community that is dedicated to building an ambitious and diverse work environment, join Kleinanzeigen.
Kleinanzeigen is part of Adevinta: a global online classifieds specialist and sustainability leader with 40+ products in 14 countries.
Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.
