Location: Raleigh/Durham, North Carolina, United States

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About Us

Teachable is a powerful, easy-to-use online course creation platform. Since our founding, we’ve been on a mission to make education accessible, engaging, and profitable. We give our course creators everything needed to create, market, and sell their course online. Our platform allows perks from unlimited courses and unlimited students to site customization and personal branding. By empowering people to share their most valuable skills online, Teachable is custom-designed with the instructor’s success in mind.

Role

The ability to process credit cards is critical to Teachable’s business model and overall Mission.  The Fraud team, and specifically Fraud Analysts, ensure that Teachable maintains acceptable chargeback rates so that our payment processing activities can continue.  In addition, Fraud Analysts play an important role in identifying and managing fraud across the platform, thus strengthening the integrity of our offering and further protecting the Company, its employees and our Creators. 

Metrics

  • Overall goal is to minimize fraudulent activity, with the primary relevant metric being chargeback rate (CBR).  Our goal is to never let our monthly CBR exceed 0.5% on any of Teachable’s native gateways
  • Additional daily metrics include

Methods

  • Use Excel and other software tools (including our in house Staff app and Looker) to monitor Teachable customers for elevated levels of fraud and escalate actions accordingly, up to removing Creators from the platform
  • Use critical thinking and analysis to determine whether schools and students are fraudulent under Teachable’s standards
  • Correspond with customers via email to inform them of potential fraud and possible solutions
  • Assist customers in disputing fraudulent transactions by entering data into our payment processor portal

Skills and Qualifications

  • Bachelor’s degree
  • Strong written communication skills with the ability to explain complicated processes in writing in “plain English” to customers
  • Familiarity with Excel and overall comfort with math/numbers
  • 1-2 years of work experience in a technology-related environment (payment processing a plus)
  • Strong attention to detail
  • Ability to adapt to different scenarios
  • Strong Interpersonal skills- emailing customers and adjusting email tone to reflect the situation
  • Comfortability navigating social media platforms
  • Knowledge of SQL a plus
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