Investigations Specialist Lead

The Investigations Specialist Lead owns Veeqo's account investigation and fraud response capability. This is a seller-facing role. You proactively identify, investigate, and mitigate fraud across the platform, including account takeovers, shipping label fraud, payment fraud, and chargebacks, plus account investigations beyond fraud such as compliance reviews, account disputes, and operational escalations.

You work with limited guidance on problems that are not fully defined. You decide which actions to take to meet the goal, design short-term solutions, and deliver them. You work across Product, Engineering, Customer Support, Legal, and Finance to detect, investigate, and resolve issues in shipping, order management, and payments.

You are the primary point of contact for Stripe issues (disputes, payments, transactions, refunds) and carrier chargeback queries from Veeqo sellers. You communicate directly with sellers through the full investigation lifecycle, so you set expectations, give clear updates, and keep the experience professional even when the answer is one the seller does not want.

Key Job Responsibilities

• Design and implement Veeqo's end-to-end fraud prevention and investigation framework: KPIs, policies, SOPs, and response protocols. You own how these work and improve them over time, not just apply them.
• Build and manage fraud detection tools, rules, and alerts using internal and third-party platforms (Metabase, FullStory, custom rule engines) to catch suspicious activity before it costs sellers money.
• Run thorough fraud investigations: gather evidence, analyse the data, document findings, and produce recommendations others can act on.
• Serve as the primary handler of Stripe issues, including disputes, failed payments, transaction queries, and refunds, so financial reconciliation stays accurate.
• Handle carrier chargeback queries from sellers. Investigate disputed charges, spot trends, and build dispute strategies that recover money.
• Communicate directly with sellers throughout each investigation. Give clear updates, manage expectations, and keep the interaction professional.
• Decide what you can resolve and what needs to escalate. Mitigate immediate risk, and route the harder or higher-stakes cases up with a clear recommendation rather than sitting on them.
• Work with Product, Engineering, Legal, and Compliance to find process gaps, propose improvements, and keep the function compliant with GDPR and PCI DSS.
• Deliver fraud trend reports and risk assessments to leadership, up to three levels above you. Quantify the financial impact and propose the mitigation you would take.
• Investigate and resolve account issues beyond fraud: account compromise recovery, compliance actions, seller disputes, and operational escalations, with full documentation throughout.
• Own continuous improvement of the investigation function. Run post-incident reviews, evaluate new tooling, create training resources, and mentor team members. You may take part in hiring.