Support Team Lead

Accertify, Inc.•Itasca, IL

1d•Hybrid

About The Position

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 customers, more revenue, and more growth - without getting burned. It's a precise, confident, data-backed yes, made possible by joining signals across the entire customer 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 hiring a Support Team Lead to play a pivotal role in delivering exceptional service to high-profile clients across diverse industries. In this position, 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 customer experience.

Requirements

Experience working directly with clients in a customer-facing support or service environment.
Strong analytical and problem-solving skills with the ability to proactively identify and resolve issues.
Experience troubleshooting software applications and technical issues.
Excellent written and verbal communication skills, with the ability to effectively communicate with both technical and non-technical audiences.
Positive, energetic, and customer-focused attitude with a strong commitment to service excellence.
Highly detail-oriented with a focus on accuracy, quality, and follow-through.
Strong organizational and time management skills, with the ability to prioritize and manage multiple responsibilities in a fast-paced environment.
Experience supporting Client Services, Customer Support, Client Success, or Client Operations functions, including managing service-related inquiries and coordinating cross-functional efforts to resolve client issues.
Ability to collaborate effectively across teams and build strong working relationships with internal and external stakeholders.

Nice To Haves

Demonstrated leadership potential, initiative and ownership mindset are strongly preferred.
Previous experience working in a fast-paced, client-centric environment is highly preferred.
Internal Candidates with a minimum of 2 years of experience supporting Client Services, Customer Support, Client Success, or Client Operations functions within Accertify are highly preferred.
1-3 years of experience with online credit card fraud prevention is a plus
1 -3 years of experience supporting payment transactions with a card processor
1 -3 years of experience supporting chargeback processes

Responsibilities

Provide technical support and set up for our clients regarding our Fraud, Chargeback, User Behavior, Account Protection, and Payment Gateway functionalities
Troubleshoot client issues connecting to our systems. Monitor for system alerts. Contact clients when interruptions in their data feed occur
Develop and deploy fraud transaction screening rules and methodologies
Configure Fraud Analyst user interface to client’s specifications
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
Train and guide junior analysts with job tasks.
Act as a liaison between external clients and internal departments including Account Management, Operations, and Development teams
Collaborate and attend meetings as assigned