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Tripadvisor is seeking an Associate Investigator to join its Fraud team in London on a hybrid basis. This blended role combines customer support, fraud investigation, and quality assurance, serving as an operational bridge between onshore leadership and offshore delivery teams.
Key Responsibilities:
Fraud-focused Customer Support & Escalations: Investigate potential guideline violations, manage the lifecycle of complex user requests, and resolve high-profile cases. You will partner with the CMI fraud team, educate property owners on moderation policies, and address escalations that cannot be handled by offshore agents.
Quality Assurance & Training: Act as an operational link between onshore leadership and offshore delivery teams. Perform quality audits, participate in calibration calls, and develop training materials to ensure global accuracy and guideline compliance.
Fraud Investigation: Utilize digital forensics and open-source intelligence (OSINT) to detect, prevent, and remove fraudulent or biased high-risk content from the platform.
Strategy & Data: Leverage SQL and data analysis to track key metrics, identify content trends, prepare cases for Legal, and propose policy updates that enhance fraud detection systems.
The role offers flexibility to grow into deeper fraud investigation work based on your skills and interests, with the balance of support and investigative work shaped by team needs and your strengths.
Requirements:
- 2+ years of relevant professional experience in a direct support role, fraud, Trust & Safety, or content moderation
- Passion for customer support, fraud detection, and quality assurance with strong attention to detail, time management, and multitasking
- Sound judgment to resolve complex escalations and make decisions based on business impact
- Strong communication skills for collaboration across global teams, particularly with offshore delivery teams
- Proven experience creating training documentation, maintaining knowledge bases, and performing quality audits
- Results-oriented approach using feedback, QA scores, and metrics to improve performance
- Experience with SQL, Tableau, Jira, and/or Confluence is a plus
- Fluency in English required; fluency in multiple languages is a plus
