Senior Fraud Operations Coordinator

ABOUT QUINCE

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.

We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.

Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.

Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

THE ROLE

The Returns, Quality and Fraud team is seeking a highly independent, detail-oriented and proactive Senior Fraud Operations Coordinator to own fraud operations for Quince Europe. As the sole member of the Fraud team based in Europe, you will be the primary owner of all inbound fraud, chargeback, security and privacy activity for the region, working across every fraud system and tool to identify, investigate and resolve customer fraud. The ideal candidate is exceptionally organized, solution-driven and self-directed, with the judgment to make sound decisions and move work forward without day-to-day oversight from a manager or coworkers.

The candidate should thrive in a fast-paced, continuously evolving environment and be able to independently prioritize across live order monitoring, chargeback management, escalations and prevention initiatives. Because the majority of the team operates in US time zones, this person must be an outstanding communicator: proactively sharing updates, documenting decisions, escalating risks at the right time, and partnering across multiple teams and systems to synthesize data into clear narratives about customer behavior that drive effective resolutions and measurable fraud savings.

Responsibilities

Regional Ownership & Independent Operation

Serve as the end-to-end owner and single point of contact for all fraud inbound for Quince Europe, including fraud, security and privacy inboxes, escalations, chargebacks and active order monitoring queues

Operate independently across all fraud systems, payment processors and internal tools, making day-to-day decisions without reliance on real-time manager or peer support

Build and manage your own workflows, queues and prioritization to consistently meet SLAs as the sole regional resource

Provide structured, asynchronous updates to US-based leadership and partners (e.g., daily/weekly summaries, escalation logs, KPI reporting), with clear hand-offs across time zones

Exercise sound judgment on when to act independently and when to escalate, documenting rationale for key decisions

Identify regional gaps in tooling, process or coverage and proactively propose and implement solutions

Fraud Investigations & Escalations

Lead investigations into customer fraud activity across European markets, including credit card chargeback requests and suspicious activity escalations from Service, Auditing, Security, Privacy and other partners

Triage and resolve fraud, security and privacy inbox requests within 24 hours

Conduct account-level deep dives to identify linked behaviors, repeat offenders and coordinated abuse

Act as a strong steward of the Quince brand, balancing fraud prevention with customer experience

Chargeback & Dispute Management

Manage daily chargeback processing for Quince Europe across Stripe, Braintree, PayPal and any regional payment processors or methods

Ensure all disputes are responded to and actioned a minimum of 14 calendar days prior to due dates

Optimize representment documentation to improve dispute win rates

Identify root causes driving chargebacks and recommend preventative controls

Active Order Monitoring & Asset Protection

Conduct real-time review of high-risk and high-dollar transactions prior to fulfillment

Investigate suspicious purchases across vulnerable categories such as gift cards, jewelry, 3P vendor products (e.g., Therabody, coffee makers) and gold bars

Oversee order cancellations when fraud thresholds are met

Coordinate shipment interception and asset recovery efforts with European carriers and fulfillment partners when necessary

Track performance metrics including approval rates, cancellation rates, fraud loss prevented and recovery outcomes

Fraud Detection, Reporting & Legal Follow-Up

Identify trends of abuse and systemic vulnerabilities across delivery, returns, gift card purchasing, referral programs and high-value SKUs, including patterns specific to European markets

Partner with Analytics to develop robust reporting that streamlines insights and accelerates fraud detection and prevention efforts

Extrapolate case-level findings into broader fraud themes and prevention strategies

Partner with Legal to determine customer recourse strategy, including account closures, recovery actions and escalation frameworks, in line with applicable European regulations (e.g., GDPR, PSD2/SCA)

Track savings and impact measurement tied to fraud prevention initiatives

Cross-Functional & Operational Support

Collaborate with CX, Payments, Security, Product, Legal, Analytics and third-party vendors, both in Europe and the US, to strengthen fraud controls

Track and lead key operational projects for the region, including savings measurement and process optimization

Own and maintain European SOPs and documentation standards across fraud workflows, ensuring processes are well-documented and aligned with global standards

Provide flexible support for emerging initiatives and priorities that fall outside of standard responsibilities as the business scales

Qualifications

4+ years of experience in fraud operations, payments risk, chargeback management or trust & safety, ideally in e-commerce

Proven track record of working autonomously, ideally as a sole or remote team member supporting a globally distributed organization

Hands-on experience with payment processors and dispute platforms (e.g., Stripe, Braintree, PayPal) and fraud tooling

Working knowledge of European payments and data privacy regulations (e.g., GDPR, PSD2/SCA, 3DS)

Exceptional written and verbal communication skills, with the ability