Senior Fraud Operations Coordinator

THE ROLE 

The Returns, Quality and Fraud team is seeking a highly independent, detail-oriented and proactive Senior Fraud Operations Coordinator to own fraud operations for Quince Europe. As the sole member of the Fraud team based in Europe, you will be the primary owner of all inbound fraud, chargeback, security and privacy activity for the region, working across every fraud system and tool to identify, investigate and resolve customer fraud. The ideal candidate is exceptionally organized, solution-driven and self-directed, with the judgment to make sound decisions and move work forward without day-to-day oversight from a manager or coworkers.

The candidate should thrive in a fast-paced, continuously evolving environment and be able to independently prioritize across live order monitoring, chargeback management, escalations and prevention initiatives. Because the majority of the team operates in US time zones, this person must be an outstanding communicator: proactively sharing updates, documenting decisions, escalating risks at the right time, and partnering across multiple teams and systems to synthesize data into clear narratives about customer behavior that drive effective resolutions and measurable fraud savings.

Responsibilities

Regional Ownership & Independent Operation

• Serve as the end-to-end owner and single point of contact for all fraud inbound for Quince Europe, including fraud, security and privacy inboxes, escalations, chargebacks and active order monitoring queues
• Operate independently across all fraud systems, payment processors and internal tools, making day-to-day decisions without reliance on real-time manager or peer support
• Build and manage your own workflows, queues and prioritization to consistently meet SLAs as the sole regional resource
• Provide structured, asynchronous updates to US-based leadership and partners (e.g., daily/weekly summaries, escalation logs, KPI reporting), with clear hand-offs across time zones
• Exercise sound judgment on when to act independently and when to escalate, documenting rationale for key decisions
• Identify regional gaps in tooling, process or coverage and proactively propose and implement solutions

Fraud Investigations & Escalations

• Lead investigations into customer fraud activity across European markets, including credit card chargeback requests and suspicious activity escalations from Service, Auditing, Security, Privacy and other partners
• Triage and resolve fraud, security and privacy inbox requests within 24 hours
• Conduct account-level deep dives to identify linked behaviors, repeat offenders and coordinated abuse
• Act as a strong steward of the Quince brand, balancing fraud prevention with customer experience

Chargeback & Dispute Management

• Manage daily chargeback processing for Quince Europe across Stripe, Braintree, PayPal and any regional payment processors or methods
• Ensure all disputes are responded to and actioned a minimum of 14 calendar days prior to due dates
• Optimize representment documentation to improve dispute win rates
• Identify root causes driving chargebacks and recommend preventative controls

Active Order Monitoring & Asset Protection

• Conduct real-time review of high-risk and high-dollar transactions prior to fulfillment
• Investigate suspicious purchases across vulnerable categories such as gift cards, jewelry, 3P vendor products (e.g., Therabody, coffee makers) and gold bars
• Oversee order cancellations when fraud thresholds are met
• Coordinate shipment interception and asset recovery efforts with European carriers and fulfillment partners when necessary
• Track performance metrics including approval rates, cancellation rates, fraud loss prevented and recovery outcomes

Fraud Detection, Reporting & Legal Follow-Up

• Identify trends of abuse and systemic vulnerabilities across delivery, returns, gift card purchasing, referral programs and high-value SKUs, including patterns specific to European markets
• Partner with Analytics to develop robust reporting that streamlines insights and accelerates fraud detection and prevention efforts
• Extrapolate case-level findings into broader fraud themes and prevention strategies
• Partner with Legal to determine customer recourse strategy, including account closures, recovery actions and escalation frameworks, in line with applicable European regulations (e.g., GDPR, PSD2/SCA)
• Track savings and impact measurement tied to fraud prevention initiatives

Cross-Functional & Operational Support

• Collaborate with CX, Payments, Security, Product, Legal, Analytics and third-party vendors, both in Europe and the US, to strengthen fraud controls
• Track and lead key operational projects for the region, including savings measurement and process optimization
• Own and maintain European SOPs and documentation standards across fraud workflows, ensuring processes are well-documented and aligned with global standards
• Provide flexible support for emerging initiatives and priorities that fall outside of standard responsibilities as the business scales

Qualifications

• 4+ years of experience in fraud operations, payments risk, chargeback management or trust & safety, ideally in e-commerce
• Proven track record of working autonomously, ideally as a sole or remote team member supporting a globally distributed organization
• Hands-on experience with payment processors and dispute platforms (e.g., Stripe, Braintree, PayPal) and fraud tooling
• Working knowledge of European payments and data privacy regulations (e.g., GDPR, PSD2/SCA, 3DS)
• Exceptional written and verbal communication skills, with the ability to deliver clear, concise asynchronous updates
• Highly organized, with strong prioritization and time management across multiple queues and deadlines
• Strong analytical skills; comfortable working with data to identify trends and quantify impact
• Additional European language(s) a plus