Description

The Investigation Specialist Lead at Veeqo is responsible for building and overseeing the company’s account investigation and fraud response capabilities. This is a seller-facing role that owns the proactive identification, investigation, and mitigation of fraudulent activity across the platform — including account takeovers, shipping label fraud, payment fraud, and chargebacks — as well as cases which require specific account investigation beyond fraud (e.g., compliance reviews, account disputes, and operational escalations). You will work cross-functionally with Product, Engineering, Customer Support, Legal, and Finance to detect, investigate, and resolve issues related to shipping, order management, and payment processes.

In addition to fraud prevention and account investigation, this role serves as the primary point of contact for Stripe-related issues (disputes, payments, transactions, and refunds) and carrier chargeback queries from Veeqo sellers, ensuring timely resolution and accurate financial reconciliation. As a seller-facing function, you will communicate directly with sellers throughout the investigation lifecycle.

Key Job Responsibilities

• Support the design and implementation of Veeqo's end-to-end fraud prevention and investigation framework, establishing KPIs, policies, SOPs, and response protocols
• Build and manage fraud detection tools, rules, and alerts using internal and third-party platforms (e.g., Metabase, FullStory, custom rule engines) to proactively identify suspicious activity
• Conduct thorough fraud investigations — gathering evidence, analysing data, documenting findings, and producing actionable recommendations
• Serve as the primary handler of Stripe-related issues including disputes, failed payments, transaction queries, and refunds
• Handle carrier chargeback queries from sellers, investigating disputed charges, analysing trends, and developing dispute strategies
• Communicate directly with sellers throughout the investigation lifecycle — providing clear updates, managing expectations, and ensuring a professional experience
• Collaborate cross-functionally with Product, Engineering, Legal, and Compliance to identify process gaps, propose improvements, and ensure regulatory adherence (e.g., GDPR, PCI DSS)
• Deliver regular fraud trend reports and risk assessments to leadership, quantifying financial impact and proposing mitigation tactics
• Investigate and resolve account-level issues beyond fraud — including account compromise recovery, compliance actions, seller disputes, and operational escalations — ensuring thorough documentation throughout
• Own continuous improvement of the investigation function — conducting post-incident reviews, evaluating new tooling, creating training resources and mentoring team members