Operations Support Lead, Fraud and Compliance Support
Quince
This job is no longer accepting applications
See open jobs at Quince.See open jobs similar to "Operations Support Lead, Fraud and Compliance Support" Alumni Ventures.Accounting & Finance, Customer Service, Legal, Operations
United States · Remote
Posted on Sep 13, 2024
OUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE IDEAL CANDIDATE
We are seeking a Customer Experience Operations Coordinator who thrives in a dynamic environment, is passionate about maintaining operational excellence, and is committed to ensuring compliance across various aspects of our business. The ideal candidate is a problem solver with a proactive approach, thrives in a fast-paced environment, and has a strong sense of responsibility for protecting the integrity of our operations and ensuring compliance with industry regulations.
In this role, you will be expected to manage a diverse set of responsibilities, from handling fraud disputes and ensuring sales tax compliance to overseeing customer unsubscribe requests and data privacy initiatives. Additionally, you will be tasked with providing weekly and monthly reporting on crucial customer service operational metrics, with the ability to identify defects and recommend improvements.
A successful candidate must demonstrate the ability to communicate effectively verbally and in written documentation. The candidate needs to be comfortable diving deep into operational process defects and understand how to utilize data to provide accurate analysis and reporting. The candidate should also be comfortable working in a start-up environment and be open to learning new skills while growing in this position.
Competencies
- Test and Learn: Approach challenges with curiosity and an open mind, eager to test, learn, and iterate quickly.
- Measure What Matters: Use data-driven insights to evaluate the effectiveness of operations and make informed decisions.
- Results Matter: Your impact is measured by the results you achieve, and you take pride in driving meaningful improvements that move the needle.
- Growth Mindset: Embrace feedback and challenges as opportunities to learn and grow.
- Relentless Improvement: Constantly seek ways to enhance processes and customer experiences, never settling for the status quo.
- Teamwork: Collaborate across departments and prioritize the team's success over individual accomplishments.
- Adaptibility: Adapts quickly to changes while maintaining a pragmatic approach to operational processes.
- Problem Solver: Tackles challenges head-on with a positive attitude and the initiative to find solutions
Key Responsibilities
- Handle fraud prevention activities.
- Ensure accurate sales tax application and compliance, coordinating with internal stakeholders.
- Manage data deletion requests and oversee cookie/opt-out compliance.
- Oversee both fixed and self-service unsubscribe processes.
- Support management and resolution of Voice of the Customer feedback.
- Support the team with additional tasks and special projects as needed.
- Manage all inbound requests within SLA within assigned operational inbox.
Key Requirements
- 1+ years of experience in fraud prevention operations or management required
- Proven background in compliance, customer operations, or data privacy
- Strong analytical skills with the ability to identify trends, analyze data, and determine root causes.
- Exceptional verbal, written, and interpersonal communication skills.
- A proactive and solutions-oriented mindset focused on achieving results and driving continuous improvement.
- Proficiency in Google Workspace and Microsoft Office Suite.
Work Hours
- Monday - Friday, 8am - 5pm CDT
This job is no longer accepting applications
See open jobs at Quince.See open jobs similar to "Operations Support Lead, Fraud and Compliance Support" Alumni Ventures.