Customer Support Analyst, Marketplace Fraud

The Customer Services team for Teachers Pay Teachers (TPT), the world’s largest catalog of educator-created content, and Wyzant, the nation's largest community of tutors who cover over 300 subjects, is seeking an upbeat, customer-focused, and analytical individual to help support our marketplace customers.

In this role, you will preserve and protect our TPT and Wyzant marketplaces and communities through objective policy enforcement, thoughtful community support and education, and implementation of systems designed to swiftly and proactively address risks to our users and community. You will use your communication skills to effectively explain solutions to our customers who are teachers, students, parents, school administrators, and tutors. You will also work closely with engineering and product design teams on continued initiatives to develop and improve IXL’s products and services. 

This is a full-time position with a hybrid work schedule in our Chicago, Illinois office.

WHAT YOU'LL BE DOING

• Review customer reports of unauthorized transactions and suspicious activity and take appropriate action
• Investigate and help resolve account takeover situations
• Investigate cases of fraudulent payouts through Hyperwallet 
• Develop and maintain reports related to fraud and unauthorized transactions
• Investigate and action fraud rings: fraudulent sales and fraudulent purchases
• Work with Wyzant and TPT’s seller teams on high-touch seller situations regarding fraud
• Respond to chargebacks 
• Collaborate with the rest of the team on refining our approach to policy enforcement, helping to update enforcement standards and policies as appropriate

WHAT WE'RE LOOKING FOR

• BA/BS
• Strong written and oral communication skills
• Exceptional critical thinking, research, and problem-solving skills
• Ability to prioritize tasks and work efficiently
• Energetic, mature, positive person who works well independently and with a team
• Detail-oriented and exceptionally organized
• Quick learner who demonstrates initiative
• SQL experience is a plus
• Interest in K-12 education including dynamic resources for educators and effective tutoring services! 

#li-hybrid

At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.