Fraud & Spam Lead

ClickSend is a global cloud-based SaaS communications platform for businesses and developers that enables companies of all shapes and sizes to easily and cost effectively communicate with their customers and staff via multiple channels. ClickSend has SMS at its core and powers billions of messages annually but has expanded to become a true all-in-one multi-channel business communications platform offering SMS, MMS, RCS, Email, Voice, Fax and Post by dashboard, API or hundreds of integrations.

We’re a small team based in Perth, Western Australia, but we’re a global brand with offices in the US, UK and Philippines. We’re part of Sinch, one of the biggest cloud communications companies on the planet based in Stockholm, and have all the benefits of being part of a larger group but we retain our ‘start-up’ mentality. We maintain a spectacular work life balance and try to mix fun and music into our days.

We are seeking a The Fraud and Spam Lead to join the team on 14 month fixed term contract, who will play a crucial role in protecting the integrity of ClickSend’s products and services, ensuring a secure and trustworthy experience for users. This role focuses on educating customer service teams on fraud and spam detection and prevention, overseeing operational initiatives to strengthen fraud defences, managing training platforms like Trainual and Confluence, and maintaining a deep understanding of number provisioning and messaging routing. We need robust internal processes and shared knowledge & collaboration with the NA Compliance Lead. These updates need to be shared with Sales and Support teams to ensure we’re collectively preventing & educated on all things Fraud, Spam and Phishing.

By equipping teams with the necessary knowledge, driving operational improvements, and advocating for efficient training processes, the Fraud and Spam Lead helps strengthen ClickSend against malicious activities.

Key responsibilities:

• Utilise data analysis and reporting techniques to identify and address global fraud, spam, and phishing trends.
• Conduct regular audits of messaging approvals and identify suspicious patterns.
• Generate insights from customer care data to drive proactive fraud prevention strategies.
• Develop, manage, and continuously refine internal fraud and spam prevention processes.
• Keep up to date with industry trends, regulatory requirements, and emerging threats.
• Streamline provisioning processes, resolving complex issues and improving number provisioning procedures.
• Lead the creation and maintenance of training materials, including fraud prevention modules in Trainual and Confluence (as the one-stop-shop source of truth for knowledge for our teams).
• Facilitate knowledge sharing by conducting training and coaching sessions for Assistant Team Leaders (ATLs).
• Provide ongoing support to frontline sales and support teams, equipping them with best practices for fraud and spam mitigation.
• Run regular training series and record for anyone not in attendance (e.g. Graveyard shift teams)
• Act as a bridge between internal teams, ensuring smooth communication between product development, operations, and customer care.
• Interpret product briefs and develop targeted communication materials and training for customer care teams.
• Collect, analyse, and act on customer feedback related to fraud and spam experiences.
• Responsible and the SME Knowledge Manager for all things Fraud, Spam and Phishing – creation and maintenance of all Help Articles and Internal Processes related to FSP
• Conduct regular audits on messaging approval processes to ensure compliance and security.
• Provide regular coaching and updates to the ATLs who will then coach & train the respective Threat Assessment team in cyber fraud prevention.
• Maintain and update internal documentation, fraud prevention playbooks, and customer-facing help articles.

To be successful in this role you will possess the following skills and attributes:

• Customer centric: Process improvement & ensuring the Customer is at the heart of all decisions
• Training and Coaching: Ability to translate information to make it easily consumable and coachable for our Assistant Team Leaders and Customer Service teams
• Organisational Skills: You'll be coordinating various aspects of project operations, so being organised and detail-oriented is crucial for success. This includes managing schedules, documentation, and workflows efficiently (e.g. Approvals team management)
• Problem-Solving Skills: Operations often encounter unexpected challenges. The ability to identify issues early, analyse them, and come up with creative solutions
• Stakeholder Management: Projects typically involve various stakeholders, both internal and external. Building and maintaining positive relationships with stakeholders, and managing their expectations, is essential
• Adaptability: Operations can evolve rapidly, so being adaptable and able to adjust plans and strategies as needed is essential
• Technical Proficiency: Depending on the nature of the task or activity, familiarity with relevant tools and technologies may be required. Proficient in ClickSend tools and systems
• Continuous Improvement Mindset: Striving for continuous improvement is key to enhancing project operations. Being open to feedback, identifying areas for improvement, and implementing changes accordingly can lead to better outcomes over time

We are committed to building an engaged and talented workforce that represents an environment that is inclusive, supports flexibility and welcomes diversity.

Our values of Dream Big, Win together, Keep it simple and Make it happen are the foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

We value our team by offering;

• WHERE YOU WORK MATTERS: We understand the benefit of a flexible schedule where you can best impact both your personal and work life, so we offer a hybrid working arrangement, work from home set up reimbursement and a global mobility policy.
• PUT FAMILY FIRST: We know that building a family take priority, therefore we offer a generous parental leave program: 26 weeks salary for primary care giver and 4 weeks salary for secondary care giver
• CELEBRATE YOURESELF: By providing a day off for your birthday, we want you to take the time to celebrate the year you’ve had with your nearest and dearest.
• TAKE A BREAK: Enjoy a generous annual leave program. We value balance and understand that performance at work requires time to rest at home and/or rejuvenate on vacation.
• STAY HEALTHY: Physical wellness supports mental wellness, so we offer a monthly fitness reimbursement allowance and other wellness programs
• TAKE THE NEXT STEP: Coaching and career development support, including access to a range of online professional development courses
• CARE FOR YOURSELF: Take advantage of our free virtual counselling resources through our global Employee Assistance Program. Your mental health is as important as your physical health.
• MAKE AN IMPACT: Support betterment in your community and beyond by taking paid time off to support a volunteer program of your choice.
• TREAT YOURSELF: Access to Reward+ program that offers a wide range of discounts and deals across retail, entertainment and much more.

If you are looking for the next opportunity in your career and want to work for a people focused, growing tech company, then Apply Now.