Fraud Operations Supervisor bei Patreon

Patreon is a media and community platform where over 300,000 creators give their biggest fans access to exclusive work and experiences. We offer creators a variety of ways to engage with their fans and build a lasting business including: paid memberships, free memberships, community chats, live video, and selling to fans directly with one-time purchases.

Ultimately our goal is simple: fund the creative class. And we're leaders in that space, with:

• $10 billion+ in revenue generated since Patreon's inception

• 100 million+ free memberships for fans who may not be ready to pay just yet, and

• 25 million+ paid memberships on Patreon today.

We're continuing to invest heavily in building the best creator platform with the best team in the creator economy and are looking for a Fraud Operations Supervisor to support our mission.

This role is based in Porto and open to those who are able to be in-office 2 days per week on a hybrid work model.

About the Team

Do you believe that creators should have the ability to get paid for the value they give to their fans?

We do, which is why we're building Patreon, a platform that powers membership services for creators with established followings. Patreon strives to provide creators with insight, education, and tools that make it possible to retain creative control while running their creative business, so creators can focus on creating and energizing their fanbases.

We have paid over $10 billion directly to creators on our platform. In order to support this level of growth, we're looking for a Fraud Operations Supervisor to serve as part of our Fraud Operations Team under the Payments department. The ideal candidate is a self-starter, capable of working independently, as well as in a team. You will help keep our user's accounts safe while minimizing the company's risk exposure and fraud losses. The Fraud Operations Team protects creators and fans and we are looking for a customer-centric person who can balance the need for risk-based solutions to meet regulations using strong problem solving and communication skills who also can supervise, motivate, and engage with a high performing team.

About the Role

• Responsible for the team achieving objectives, maintaining team engagement, and career opportunities

• Develop your team in both performance and career

• Making sure all risk exposure is mitigated while maintaining a fair outcome for creators and fans on the platform

• Working with cross functional teams to identify and improve processes

• Supporting the reporting of information to relevant stakeholders

• Continuously scanning the environment for financial crime threats and risks applicable to Patreon and making sure these are visible and being acted upon

• Communicating clearly and with empathy both internally and externally

You will coach team members to achieve service level agreements while working through queues and responding to inbound requests. This includes the assessment of risk associated with new customers, changes to creator and fan risk profiles, investigating large transactions, scam related incidents, unusual creator and fan behavior. Your role will supervise a highly motivated team to help bring about a best in class fraud system and seamless experience for creators and fans using Patreon.

You will supervise a team of Patreon Fraud Operations investigators in all aspects of the role and act as the senior point of contact for the team. We will look to you to make sure you and your team members are appropriately trained to be able to support Patreon in the fight against financial crime and fraud. We will look to you to develop your team and keep them engaged in their career.

About You

• 1-2 years of supervisory or team lead experience

• Knowledge or experience of analyzing large sets of data, identification of patterns, and an understanding of behaviours in a money movement environment

• Critical thinking and investigation skills

• Adaptability to rapidly changing fraud landscape

• Familiarity with case management, customer service, and analytics software

• Well written and oral communication skills

• Proficiency in Microsoft (Word, Excel, etc) and Google (Gmail, Sheets, Docs, etc)

• Ability to foster an open and collaborative team culture and ensuring high performance and engagement

• Time Management skills

• Self starter with a comfortability working with ambiguity

About Patreon

Patreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:

• Put Creators First | They’re the reason we’re here. When creators win, we win.

• Build with Craft | We sign our name to every deliverable, just like the creators we serve.

• Make it Happen | We don’t quit. We learn and deliver.

• Win Together | We grow as individuals. We win as a team.

We hire talented and passionate people from different backgrounds because workplace diversity and inclusion is critical to our ability to serve creators worldwide. If you’re excited about a role but your past experience doesn’t match with every bullet point outlined above, we strongly encourage you to apply anyway. If you’re a creator at heart, are energized by our mission, and share our company values, we’d love to hear from you.

Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. If you need a reasonable accommodation during the interview process, please let us know via email at accomodations@patreon.

Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, vacation leave, company holidays and recharge days, lifestyle stipends, learning and development stipends, patronage, parental leave and sick leave, and pension with an employer contribution.

Patreon operates under a hybrid work model, where employees based in office locations are expected to come into the office two days per week, excluding sick time and paid leave. The goal of this policy is to be intentional about the in-person time we spend together to strengthen the feeling of community at Patreon. Candidates hired into remote-eligible roles are not expected to meet the same requirements.

At Patreon, we believe in fair and transparent pay. In compliance with New York and California pay transparency laws, we are sharing the expected salary range for this role.

The posted salary range is dependent on the location and the level. This range may encompass multiple levels within the role’s job family. The final offer will be based on candidate’s experience, skills, competencies, and geographic location, aligning with the appropriate job level within Patreon’s leveling framework. For remote employees located outside CA and NY, salary may vary based on location and local market conditions.

Patreon reserves the right to modify or update compensation and benefits at any time.