Product Support Analyst, Ravelin
Technology to prevent payments fraud
Open for applications
Technology to prevent payments fraud
101-200 employees
Open for applications
101-200 employees
Company mission
Ravelin's mission is to predict risk with unmatched accuracy and speed, to enable its clients to prevent fraud and accept payments with confidence.
Role
Who you are
- You are in your element working with people, and can explain complex problems and solutions in a clear and simple way whether over Slack, email, in a client call or when providing training
- An adaptable problem solver, you are organised and able to work autonomously and keep track of a variety of tasks
- Strong problem solving skills and analytical mindset
- Proven ability to handle urgent client requests and prioritise appropriately
- Excellent communication (verbal and written) and relationship building skills
- Excellent organisation skills - ability to keep track of different requests across a variety of teams
- Proactive self-starter, able to learn quickly and work independently
- Comfortable in a fast paced, constantly evolving environment
- A genuine curiosity about technology and an interest in learning about applied Machine Learning
- Technical background experience in a tech/startup environment (desirable)
- Basic SQL skills (or ability and willingness to learn SQL)
- Experience in delivering training (or ability and willingness to learn more)
- Knowledge of the fraud/payments industry (desirable but not essential)
What the job involves
- Ravelin is looking for a Product Support Analyst to join a fantastic team where product support meets data science
- You will be part of a team conducting the initial investigation into issues raised by clients, as well as training and supporting them to make sure they get the best out of their fraud prevention tools
- You'll be our first point of contact for our clients and you shall work closely alongside Account Management to prioritise projects and alongside Data Scientists in the Investigations team to solve client queries
- You will help to ensure that clients understand their fraud problems, provide solutions and will become an expert in the Ravelin product
- This role has several potential directions for development, with opportunities available to gain experience in a variety of areas including data analysis, data science or project management
- Conduct the initial analysis and investigation of incoming client queries (via Slack, emails, video calls)
- Work very closely with a wide range of Ravelin teams (Investigations, Detection, Integrations, Product), fielding issues out to the correct team where appropriate and feeding back responses to clients
- Help coordinate regular client calls, and on-site visits where required
- Identify client KPIs, and report back to clients on performance
- Provide product training to clients
- Act as a client advocate by sharing crucial feedback with the Product team and ensuring clients understand the value of new updates
- Utilise project management and ticketing tools to keep track of internal project work, client issues and requests to provide progress updates
- Keep client and support documentation up to date
- Identify opportunities for improving support (e.g. help pages, API docs)
- Analyse support data to identify trends, proactively flag potential client issues, and contribute to our team's knowledge base
Salary benchmarks
Our take
Ravelin has developed machine learning-based technology that helps online merchants and their payment service providers reduce losses to fraud, and improve acceptance rates of orders.
The company is aiming to give merchants more confidence in accepting customers and transactions, while tackling organised fraud rings - a problem Ravelin says is a multi-billion dollar problem for the ecommerce industry.
Tackling this problem means there is significant value in Ravelin's offering, and it has already signed up significant enterprise customers like Just Eat and Quiqup. In 2022, the company partnered with Mastercard to enhance its platform, and help more merchants strengthen their fraud detection capabilities.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jul 2020
$21.5m
SERIES C
Sep 2018
$10.5m
SERIES B
Total funding: $37.7m
Company benefits
- Remote first - it’s up to you whether you come in to the office or work from home, and we also support Ravelinos who work internationally, on a temporary or permanent basis, through our partner Omnipresent
- Mental health support - we’ve partnered with Spill to provide round the clock access to therapists, we offer a 24/7 employee assistance programme through AXA, and we also book wellbeing days into everyone’s calendar each quarter
- Charity - we make monthly donations to various causes, and our Ravelinos are able to nominate charities through our Ravelin Gives Back initiative
- Volunteering - we organise in-person volunteering opportunities throughout the year
- Flexible hours
- Employer-contributed pension scheme
- Equity scheme
- Lunches twice a month and the office kitchen cupboards are stocked with treats and goodies on a weekly basis
- Home office budget
- One day each quarter dedicated to learning and personal development
- Individual yearly learning budget of £1000, and access to company wide training
- Comprehensive medical cover through AXA or US equivalents, including dental and optical cash back
- Remote fitness - virtual yoga twice a week, team HIIT sessions, and online Pilates class
- Socials - we do our best to include everyone in our social activities, whether you work remotely or you’re always in the office, and anyone at Ravelin can organise a social!
Company HQ
Old Street, London, UK
Leadership
Martin
(CEO)Founding engineer at Hailo, and lead developer at Hub Culture.
Leonard
(CTO)Technical Lead at Hailo. Founded a web development company specialising in ecommerce.
Mairtin
(CIO)Head of Fraud at Hailo. 10 years experience working as a crime intelligence analyst for organisations such as the Metropolitan Police
Nick
(CFO)Finance Director at Hailo. Previously Finance Director for Canonical (technology to deliver open source software).
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