Senior Manager Trust and Safety

About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.  

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team

Trust and Safety at Super.com has a wide scope spanning disputes, payment fraud, and KYC. Functionally, we report into Finance, but we operate as a cross-functional, mission-aligned team (MAT). This structure empowers us to partner with leaders across the business to drive strategy and contribute to product development with the ultimate goal of increasing the likelihood of positive, profitable transactions.

About this role

This is a unique opportunity to lead a data-driven trust and safety program and cross-functional MAT for a company that is both an established card-not-present merchant and a fast-growing fintech. As the business owner of disputes, payment fraud, and KYC, you will keep a pulse on the company’s products and initiatives in order to identify evolving risks and continuously refine our response. Additionally, you will manage a team of analysts, with potential for growing the team over time. The ideal candidate has deep knowledge of trust and safety principles and solutions available in the marketplace (including, but not limited to, dispute prevention and monitoring tools), and is comfortable operating autonomously and interacting with senior executives on a daily basis.

• Serve as the company’s subject matter expert on disputes, payment fraud, KYC, and related trust and safety matters
• Develop and/or refine the trust and safety strategy, creating synergy between the travel and Super+ businesses whenever possible and optimizing for the company’s overall financial performance
• Manage disputes to be compliant with all relevant rules and standards, including network monitoring thresholds 
• Develop and/or refine dashboards for key metrics and continuously monitor them, taking quick and decisive action as necessary
• Manage relationships with external solution providers, driving a proactive response to changes in the business and compliance with SLAs
• Manage a team of analysts

• 8+ years of progressive experience managing a trust and safety program encompassing disputes, payment fraud, and/or KYC; experience at a card issuer, card program manager, and/or online travel agency a plus
• Strong analytical skills, including proficiency with enterprise-grade business intelligence tools such as Looker or Tableau
• Resourceful, self-motivated, and able to independently prioritize shifting workloads in a high growth, fast-moving, ambiguous, and matrixed environment
• Adept at communicating complex topics to a wide and varied audience, including senior executives

• Experience building and scaling a team
• Basic SQL skills
• Bachelor’s degree in Business Administration or related major; advanced degree preferred
• Relevant certification(s) such as CPFPP or CFE

• We are a Remote-first company, we offer flexible working hours with complete work-from-home freedom and a guilt-free unlimited vacation policy
• Enjoy employee rewards, and travel discounts using SnapTravel
• Competitive salaries, equity options, full benefits from day one, wellness budgets, and paid development - we’ve got you covered!
• UberEats credits, meal budgets, special treats, and team lunches. When in the office, enjoy daily snack services and unlimited coffee, tea, and other drinks
• Supporting continued growth with Learning & Development, Diversity & Inclusion events, TED talk Tuesdays, and Lunch & Learn opportunities
• We welcome new additions with a generous EI top-up, parental leave, additional vacation, and a flexible return-to-work plan
• Game nights, Happy Hours, internal hackathons, team building games, workouts, and more

We Believe in Equal Opportunity 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

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