Fraud & Customer Protection Lead

FIGS is seeking a strategic and detail-oriented Fraud & Customer Protection Lead to oversee the safeguarding of our customers and brand from fraudulent activity. In this leadership role, you will be responsible for guiding and managing a Fraud Coordinator, ensuring effective investigation, resolution, and prevention of suspicious activity while maintaining a frictionless and trusted customer experience. You will collaborate cross-functionally with Operations, Customer Experience, and other teams to monitor risk, enforce fraud policies, and support security initiatives. As a subject matter expert in digital fraud prevention and customer account protection, the ideal candidate combines a proactive mindset, strong leadership, and a deep understanding of fraud mitigation best practices. This role requires sound judgment, exceptional communication skills, and a passion for maintaining customer trust and operational integrity. Key Responsibilities: Leadership & Oversight Lead, mentor, and oversee the daily activities of the Fraud Specialist. Ensure effective case management and investigation procedures are followed. Review and approve high-risk cases, escalations, and strategies for resolution. Provide guidance and oversight on fraud detection and response, ensuring adherence to SOPs and policies. Foster a culture of continuous improvement in fraud detection and prevention efforts. Fraud Detection & Case Management Oversee the monitoring and management of fraud-related tickets in Zendesk, including escalations, abuse reports, and high-risk interactions. Guide the investigation of suspicious activity across customer orders, accounts, and payment methods. Support the application of risk protocols such as order holds, verifications, account suspensions, and reinstatements. Assist in chargeback dispute resolution by reviewing evidence and identifying evolving trends. Cross-Functional Risk Collaboration Partner with cross-functional teams (Operations, Legal, Finance, Engineering) to assess risk, support investigations, and improve fraud-related procedures. Act as the primary point of contact for fraud-related escalations and risk-related audits or reviews. SOP Execution & Process Adherence Ensure the team executes and updates SOPs for fraud response and customer protection. Promote consistent policy enforcement around blocked accounts, unauthorized activity, and transaction abuse. Customer Protection & Trust Building Oversee the secure re-verification and recovery of compromised accounts, emphasizing clear and empathetic communication. Balance fraud prevention with customer experience to uphold trust and loyalty. Lead initiatives to develop proactive alerting systems for suspected fraud and reduce impact on legitimate users. Program Development & Optimization Evaluate and enhance fraud detection rules, workflows, and operational playbooks. Support training development and ensure your team is equipped with effective response templates. Drive automation projects to streamline investigations and responses. Monitoring & Reporting Oversee tracking of KPIs such as fraud rate, chargeback ratio, false positives, and account reactivation trends. Provide strategic insights through reports on emerging fraud patterns and operational gaps. Customer Communication Ensure proper handling of customer inquiries across queues such as Fraud, Escalations, and Customer Support. Support the team during peak volumes or critical incidents. Qualifications: 3-5 years of experience in fraud prevention, risk operations, trust & safety, or related investigative roles. 1+ year managing direct reports Proven leadership in managing fraud detection and investigation workflows. Proven ability to detect and analyze fraudulent patterns across ecommerce, payment platforms, or customer accounts. Familiarity with chargeback resolution and third-party fraud tools. Experience working with Zendesk or similar case management/ticketing systems. Understanding of compliance and privacy standards such as PCI DSS, GDPR, and CCPA. Excellent communication skills for guiding a team and liaising with stakeholders. Strong organizational skills with the ability to manage multiple investigations and priorities. Ability to work independently in a fast-paced, ambiguous environment with a proactive, solution-oriented mindset. Experience in ecommerce, retail, fintech, or high-growth tech companies. FIGS Compensation and Benefits Pay Range At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $70,000 and $82,000. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. Additional Compensation and Benefits Equity: FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan Other compensation and benefits offered include: Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance Amazing 401(k) program, with a company match up to the first 6% of your contribution Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers FIGS sponsored Uber Eats voucher for in-office weeks Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more… *Benefits eligibility is determined by hour requirements and length of service A little bit about us… FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category-defining healthcare apparel and lifestyle brand. Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world. FIGS considers all Qualified Applicants, including those with Criminal Histories (e.g., arrests or conviction records), for Employment in accordance with applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For information about how we process information in connection with your application, view our Employee & Applicant Privacy Policy linked in the footer below.