What are the responsibilities and job description for the Client Support Manager position at Accertify, Inc.?
Accertify enables commerce by doing one thing extraordinarily well: pinpointing fraud. The company's Predictive Yes Platform helps businesses say yes to more - more good clients, more revenue, and more growth - without getting burned. It's a precise, confident, data-backed yes, made possible by joining signals across the entire client lifecycle through unmatched data volume, layered AI-powered models, and a consortium approach that protects clients from bad actors spotted anywhere in the network while unlocking business with good actors verified anywhere in the network. With more than 10 billion transactions and over $1 trillion in commerce processed in 2025 alone, Accertify delivers the intelligence and precision that fraud and payments teams need to say yes confidently and enable growth. That's the More Yes difference.
We are seeking a Client Support Manager to play a pivotal role in delivering exceptional service to high-profile clients across diverse industries. You will provide technical setup and support, troubleshoot system connectivity issues, and configure fraud detection tools tailored to client needs. Collaborating closely with internal teams and clients, you will help identify emerging fraud trends, implement innovative solutions, and ensure seamless integration of our SaaS platforms. This role demands strong communication skills, a proactive approach to problem-solving, and a commitment to maintaining a best-in-class client experience.
Essential Duties & Responsibilities
- Provide technical support and set up for our clients regarding our Fraud, Chargeback, User Behavior, Account Protection, and Payment Gateway functionalities
- Troubleshooting client issues connecting to our systems. Monitor for system alerts. Contact clients when their data feed is impacted
- Develop and deploy fraud transaction screening rules and methodologies
- Create documentation and share with colleagues and/or clients when appropriate and necessary
- Configure the Fraud Analyst user interface to the client’s specifications
- Develop additional tactics and other procedures to diminish clients’ risk
- Work closely with clients to identify new features and functionality for Interceptas
- Work closely with Accertify Subject Matter Experts to evaluate and identify emerging technologies/fraud trends and adopt new approaches and features as needed
- Develop a strong relationship with clients to deliver exceptional service and ensure that expectations are exceeded
- Act as a liaison between external clients and internal departments, including Account Management, Operations, and Development teams
- Collaborate and attend meetings as assigned
- “Shadow”, mentor and cross-train with team members
- Ability to manage assigned projects with minimal supervision
- Collaborate and attend meetings as assigned
- Provide feedback and enhancement ideas to improve the Fraud, Chargeback, User Behavior, Account Protection, and Payment Gateway platforms
- Have a strong knowledge of Interceptas, Jira, and Splunk
- Act as a lead within the team, mentor, and provide guidance with Interceptas
- Implement new lines of business and external data validation services
Skills & Qualifications:
- Handle complex technical issues involving our products.
- Act as a subject matter expert on fraud-related technologies.
- Strong problem-solving skills with a proactive and analytical mindset
- Prior experience working directly with clients
- Technical Skills around data manipulation
- Experience with technical troubleshooting of an application
- Excellent written and verbal communication skills
- Energetic, enthusiastic, and have a “can-do” positive attitude
- Detail-oriented
- Highly organized with the ability to plan, prioritize, and manage multiple tasks effectively
- Leadership and mentoring capabilities.
- Knowledge of SQL or XML is a plus
Additional Details:
- 5 years of experience with online credit card fraud prevention a plus
- 5 years of experience supporting payment transactions with a card processor is a plus
- 5 years of experience supporting chargeback processes is a plus
- Additional languages a plus
- Experience with enterprise clients and SLA-driven environments.
- Work model: Hybrid (3 days in-office per week)
- Little to no travel