Blockchain.com is hiring a

Web3 Customer Trust & Safety Manager

Blockchain.com is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, and ultimately build an open, accessible and fair financial future, one piece of software at a time.

We’re looking to hire a Team Lead for our Fraud Prevention & Account Safety team, a group dedicated to safeguarding our customers and maintaining the integrity of our services. Your team will be the first line of defense to ensure that funds flowing through our platform are legitimate transactions, minimize fraud passing through our platform, and help to ensure vulnerable customers are protected from scams and bad actors. This is a hybrid role, based in our office in Vilnius, Lithuania.

As Team Lead, you'll play a pivotal role in steering our team towards success and making a lasting impact. Here's how you'll make a difference:

• Collaborate across teams including Compliance, Product, Finance, and Customer Success to align objectives and address fraud risks across different projects and products.
• Develop and execute a strategic vision for Fraud operations, ensuring efficiency and effectiveness.
• Guide team in deciphering patterns and trends indicative of fraudulent behaviors, enabling proactive monitoring and detection.
• Uphold team's reporting standards, quality measures, and service level agreements.
• Oversee operational processes, optimizing workflows and implementing new strategies to tackle challenges.
• Establish and track metrics for fraud prevention and operational effectiveness
• Work with internal stakeholders to plan, prepare and forecast potential losses, develop mitigating controls and educate internal partners on fraud schemes and industry trends.
• Lead the growth, mentorship, and recruitment of team members.
• Advocate for product improvements to enhance quality and value, and contribute to the fraud product design process.
• Coach and mentor the team to find the balance between customer empathy and compliance protocol on an ongoing basis. This is a middle -office function, so the ability to support back-office initiatives, while handling customer-facing interactions around fraud prevention and account safety, is critical.
• Cultivate new areas of expertise and ownership to elevate our team's impact.

Requirements

• At least 3 years prior experience within Banking, Finance or FinTech,with strong understanding of and experience with fraud detection approaches and methodologies using analytical tools and techniques
• At least 3 years of direct team lead or management experience
• Strong analytical abilities with the capacity to transform raw data into a captivating narrative and strategic vision tailored for executive-level stakeholders.
• SQL skills are a major plus.
• Skilled in formulating strategies and overseeing significant projects related to Fraud operations and/or operational risk within the financial service sector.
• Excellent problem-solving and decision-making abilities.
• Demonstrated history of driving organizational transformation, developing innovative solutions, and delivering results
• Perform well in a fast-paced, sometimes ambiguous, diverse work environment with great follow through.
• Excel in relationship building & have experience managing complex cross-functional relationships.
• Knowledge of cryptocurrencies or crypto experience is a plus.
• Flexibility. Your team provides 24/7 coverage and at times, you may need to shift your schedule around to support your team.
• Occasional travel to UK and/or US

COMPENSATION & PERKS

• Full-time salary based on experience and meaningful equity in an industry-leading company
• Hybrid model working from home & awesome office location in the heart of London
• Unlimited vacation policy; work hard and take time when you need it
• Apple equipment
• The opportunity to be a key player and build your career at a rapidly expanding, global technology company in an emerging field
• Flexible work culture

Blockchain is committed to diversity and inclusion in the workplace and is proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, religion, color, national origin, gender, gender expression, sex, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, and apprenticeship. Blockchain makes hiring decisions based solely on qualifications, merit, and business need at the time.

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