ABOUT GOODR
We create and sell $25 active sunglasses for anyone. No slip, no bounce, all polarized, all fun. Interested in joining our team? Keep reading.
OUR VALUES: We have two core values: Fun & Authenticity.

• FUN = Being sh*tty isn't fun. Agreed? Taking pride in your work, finding joy in being GREAT, and celebrating wins... and losses. Now, that's fun!
• AUTHENTICITY = Focusing on being authentic over being liked. (Next-level guru stuff. Count it.)

Fun Fact: We do not allow email to be sent internally. Carrier pigeons only. JK, we use Slack.
AUTONOMY: We practice autonomy, empowerment, and accountability so that every team member can be in control of their own life.

• HYBRID WORKING: Most roles are only required to be in office every Tuesday and Thursday with the occasional third day thrown in.

PURPOSE: We want to leave the world better than we found it in ways that are unique to an individual's personal journey. But, what does that even mean??? It means:

• PURPOSE PROJECTS: Team members have the opportunity to create their own project for making the world a better place.

Fun Fact: One purpose project resulted in a team member raising over 1 million dollars to build a track for a Los Angeles school!
ABOUT THE ROLE
Cyberspace - those 3 syllables are sweet music to your ears. In fact, the pure euphoria you experience when you just think about the internet and all its digital magic is hard to describe. And that's because your whole life you've felt like a superhero of the World Wide Web. You've learned the secrets of the 'net and know how to come out victorious. Which is why you'd be a perfect fit for our newest role, the Fraud Prevention and Customer Service Systems Administrator.
In this position, you'll be responsible for standardizing and optimizing configurations in order to lead initiatives of integrations with other applications all within the company of our customer service systems. You'll also use your internet expertise to identify any trends and patterns of fraud. This includes the day-to-day configuration, support, maintenance, and improvement of our customer service software applications. Basically you'll show those interwebs who's boss, allowing goodr to realize it's truest potential!!
RESPONSIBILITIES
FRAUD DETECTION

• Fraud is defined as any wrongful or criminal deception against goodr intended to result in their financial or personal gain - goodr is particularly interested in pursuing cases resulting in $150 or more in retail value
• Responsible for the detection, prevention, and mitigation of fraudulent transactions and unauthorized 3rd party selling
• Research and analyze potential customer fraud cases to identify and prevent future fraud
• Review and respond to complex fraudulent service requests and identify fraudulent transactions using various research methods
• Identify system improvements to prevent fraudulent activities
• Follow standard procedures to document a loss and prepare a summary and reconciliation
• Identify areas that need increased security procedures, user experience enhancements, or software to protect customer accounts
• Evaluate processes to identify internal control weaknesses or potential for loss as well as develop recommendations to remediate and mitigate loss
• Monitor account activity to detect possible customer fraud
• Perform analysis to identify possible front-end and/or back-end fraud
• Respond to customer (consumer and retailer) chargebacks
• Perform other related duties as assigned

CS SYSTEM ADMINISTRATOR

• Manage Zendesk, Parcel Labs (or equivalent returns and warranties system), Yotpo, and Amazon Brand Registry to create scalable platform processes
• Monitor performance of automation, triggers, and workflows within the systems
• Assist in the installation, maintenance, and general support of systems
• Manage the backlog of operational and functionality enhancement requests, working with internal stakeholders and vendors to ensure prioritization and alignment with the business
• Stay up to date on technical systems and historical documentation of Zendesk, Parcel Labs, Yotpo, and Amazon Brand Registry enhancements and releases
• Establish and maintain operating procedures for the administration of the platforms that is consistent with overall company policies and guidelines
• Develop strategic initiatives within the Sales and Marketing department to fully utilize our CS platforms, ensuring process improvements and an enhanced member experience
• Bring new uses and best practices to spur additional ways to utilize our platforms
• Preserve and support the integrity of the customer service operating system environment and various computer systems such as Zendesk, Shopify, and Netsuite
• Perform customer service systems maintenance to promote uptime and efficient performance
• Acquire, install, and test customer service systems software upgrades and computer components
• Configure customer service software and resolve technical problems
• This role is in the Customer Service department and will report directly to the Director of Customer Service
• Perform other related duties as assigned

ABOUT THE IDEAL CANDIDATE

• May or may not have a degree...we don't care (bonus points for Basset Hound Science or Dinosaur Law)
• 2 years of experience in Parcel Labs, Yotpo, and Amazon Brand Registry or similar administration experience involving in-depth knowledge of ticketing, live channel support systems, and API/App Integrations
• 2 years of proven working experience in Zendesk is a MUST
• Having worked in E-commerce loss prevention/fraud
• Excellent communications, analytical and teamwork skills
• Proven ability to deal with ambiguity in a rapidly changing business environment, resolve problems and offer impacting solutions
• Ability to translate business requirements into technical deliverables
• Ability to communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
• Highly attentive to detail
• Able to effectively multi-task in a fast-paced environment with a heavy workload
• Process information quickly and come to conclusions quickly
• Possess critical thinking and problem solving skills

WHAT YOU GET

• A role at a company that is going to the moon
• The opportunity to show up every day and have fun
• The ability to learn and grow as a person
• Paid vacation (we encourage you to take time off!)
• Flexible work environment (want to go for a run at 11am on Wednesday, go for it!)
• Paycheck... obviously. Salary range: $70k - $80k, final number dependent on experience
• Medical, Dental, and Vision benefits
• 401(K) with company matching
• Financial Wellness Counseling
• Sunglasses. Duh.

**No Visa Sponsorship is available for this position.
NEXT STEPS
Here's what we expect the hiring process for this role to be, should all go well with your candidacy. This entire process is expected to take 8 weeks to complete and you'd be expected to start on a specific date.
1. Application
2. Fill out a form with basic questions
3. 20 minute introductory meeting with HR team member
4. 20 minute culture interview with a HR team member
5. 90 minute in-person interviews with peers and manager
6. Final assignment and presentation
7. Offer!
TO GET THE PROCESS STARTED, SUBMIT THE FOLLOWING:

• Resume
• Cover letter showing your personality. Seriously. No boring corporate speak allowed.
• Links to projects or groups you're involved with (if you have them)
• A drawing of an octopus fighting a pirate (not joking)*

*We accept submissions using accessibility tools.
#LI-Hybrid