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Customer Service Agent, Payments
1 year ago
About Skillz:
Skillz is the leading mobile games platform dedicated to bringing out the best in everyone through competition. As the first publicly-traded (NYSE: SKLZ) mobile esports platform, Skillz has pioneered the future of the gaming industry, by accelerating the convergence of sports, video games and media for an exploding mobile-first audience worldwide. The Skillz platform empowers developers to create multi-million dollar franchises by enabling social competition in their games. Leveraging its patented technology, Skillz hosts billions of casual esports tournaments for millions of mobile players worldwide, with the goal of building the home of competition for all.Skillz has earned recognition as one of Fast Company’s Best Workplaces for Innovators, CNBC’s Disruptor 50, Forbes’ Next Billion-Dollar Startups, Fast Company’s Most Innovative Companies, and the number-one fastest-growing company in America on the Inc. 5000. www.skillz.com
About the role:
We’re looking for a Payments Operations Agent to spend their day preventing and identifying payments fraud on the Skillz platform. This role entails working in the office to help manage the daily initiatives of the Trust and Safety team while being able to support cross-departmental collaborations when needed. This includes working within specialized queues that address withdrawal requests and payment issues. We’re looking for someone who is solution-oriented, knowledgeable about payment operations and looking to further their career in a fast-growing tech company.
What you'll do:
- Investigate reported payments concerns brought by customers
- Point of contact on withdrawal requests and escalations
- Make data-informed decisions regarding suspicious accounts
- Support co-workers by providing detailed information regarding payments investigations
- Process and represent chargebacks
- Identify and escalate bugs as needed to the appropriate channels
- Completes requested ad-hoc projects by deadlines with high-quality output
- Serves as a subject matter expert for payment-related issues
Qualifications
- 1+ years experience in a customer support and/or service role
- Experience using Zendesk or similar CRM tool preferred
- Knowledge in chargeback related issues
- Experience in risk prevention preferred
- Self-motivated that can drive complex projects to completion
- Positive and professional attitude
- History of solid performance metrics
- Excellent attention to detail
- Ability to work weekends
- Ability and flexibility to work cross-functionally with other departments
- High School diploma or equivalent
Note: This role will be required to work full time out of our Las Vegas office
Skillz embraces diversity and is proud to be an equal opportunity employer. As part of our commitment to diversifying our workforce, we do not discriminate on the basis of age, race, sex, gender, gender identity, color, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status, and we operate in compliance with the San Francisco Fair Chance Ordinance .