Operations Support Associate, Payments

Aug 12, 2023
San Francisco, United States
... Not specified
... Intermediate
Full time
... Office work

Scaling a business means scaling revenue. Unfortunately for us, that means a higher chance of people trying to commit fraud. Fortunately for you, that means we need to hire great people to combat fraud!

We’re looking for a payments associate to join our Operations Support team. As part of this team, you will play a pivotal role in tackling various payment and fraud-related issues that come through Discord. You’ll be keeping an eye out for trends and collaborating with others to escalate and address them, making Discord a safer and more enjoyable place for all users.

What You'll Be Doing

  • Investigate and action on reports and inquiries relating to unauthorized transactions, fraud, and account takeover 
  • Provide timely and accurate responses to our users and third parties 
  • Update and maintain documentation for policies pertaining to billing updates and ticket escalations
  • Work closely with other team members, escalating complex issues as needed and contributing to the refinement of internal processes.
  • Collaborate with cross-functional teams to identify, monitor, and mitigate instances of fraudulent activities and trends

You'll Thrive In This Role If 

  • Ability to develop and implement new initiatives
  • Strong problem-solving and troubleshooting abilities
  • Superb prioritization and time management
  • Technical aptitude
  • BA/BS or equivalent work experience
  • 1+ years of experience in customer-facing roles, either with consumer or enterprise, in tech or financial tech industry

Bonus Points

  • Familiarity with Zendesk or similar ticketing systems
  • Experience with Fraud, Risk, and Chargebacks across payment, e-commerce, retail, or digital media
  • Familiarity with analytical tools like Zendesk Analytics, SQL or Excel.
  • Experience in supporting web applications
  • Experience with international markets

The US base salary range for this full-time position is $85,000 to $92,000 + equity + benefits. Our salary ranges are determined by role and level. Within the range, individual pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include equity, or benefits.

#LI-Hybrid #buildingbelonging #LI-KG1

Benefits and Perks

  • Comprehensive medical insurance including Health, Dental and Vision (plus up to $20,000 for gender affirmation procedures)
  • Mental health resources and quarterly wellness stipends
  • 14+ paid holidays, 4 weeks of PTO + use-what-you-need sick days 
  • Paid parental leave (plus fertility, adoption and other family planning benefits)
  • Flexible long-term work options (remote and hybrid)
  • Volunteer time off
  • A diverse slate of Employee Resource Groups 
  • Plus commuter contributions and other perks for office-based employees

About Us

Discord is a voice, video and text app that helps friends and communities come together to hang out and explore their interests — from artists and activists, to study groups, sneakerheads, plant parents, and more. With 150 million monthly users across 19 million active communities, called servers, Discord has grown to become one of the most popular communications services in the world. Discord was built without selling ads or user data and instead, offers a premium subscription called Nitro that gives users special perks like higher quality streams and fun customizations.

We’re working toward an inclusive world where no one feels like an outsider, where genuine human connection is a click, text chat, or voice call away. A place where everyone can find belonging. Challenging? Heck yes. Rewarding? Double heck yes. It’s a mission that gives us the chance to positively impact millions of people all over the world. So if this strikes a chord with you, come build belonging with us!

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