Customer Engagement Consultant (Fraud Solutions)

Location: Chicago, Illinois; hybrid work with in-person responsibilities at an assigned hirify.global office at least two days per week. Must be authorized to work full time in the United States without employer sponsorship. Must be available during Pacific Time hours and participate in on-call support; overnight travel may be required.

Salary: $72,300–$105,000 annually.

Company

hirify.global provides fraud, identity, risk, and information solutions supported by customer experience operations and technology platforms.

What you will do

• Lead customer initiatives throughout the project lifecycle, coordinating stakeholders, activities, deliverables, implementations, and outcomes.
• Provide first-line support for operational and technical customer questions, manage tickets against SLA requirements, and track issues through resolution.
• Support fraud and identity platforms, products, and solutions in partnership with internal teams.
• Monitor service statistics, prepare detailed reports, and develop practical, data-informed solutions to customer challenges.
• Build customer relationships, identify opportunities, communicate insights to Sales, and represent customer needs in product roadmap and solution innovation discussions.
• Collaborate with local and remote cross-functional teams, sponsors, stakeholders, and executives while supporting critical incidents and on-call coverage.

Requirements

• Bachelor’s degree in business, finance, computer science, or a related field, or equivalent relevant education and experience.
• At least three years of experience in consulting, project management, implementation management, fraud management, customer success, or a related discipline, with ownership of customer initiatives and outcomes.
• Ability to identify customer opportunities and challenges and translate findings into practical, data-driven solutions.
• Strong customer-service orientation and relationship-building skills, with the ability to communicate complex ideas clearly in English verbally and in writing across organizational levels.
• Experience supporting technology platforms, products, or solutions and managing operational or technical customer issues through resolution.
• Ability to monitor service-level performance, interpret service statistics, prepare detailed reports, and maintain accurate issue and ticket documentation.
• Proficiency with standard project-management, customer-support, ticketing, reporting, and collaboration tools.
• Ability to manage multiple priorities, collaborate with remote teams, make decisions within established policies and business plans, accommodate meetings across time zones, participate in an on-call rotation, and travel overnight when needed.
• U.S. work authorization without current or future employer immigration sponsorship.

Nice to have

• Knowledge of fraud, identity, risk, or related customer solutions and services.
• Experience supporting customer implementations or initiatives across multiple project lifecycle phases.
• Experience partnering with Sales, Product, and technical teams to share customer insights and identify opportunities.
• Ability to work effectively with sponsors, stakeholders, and executives in local and remote environments.

Culture & Benefits

• Hybrid work with collaboration across globally distributed teams and customers.
• Medical, dental, vision, HSA, FSA, life and disability coverage, and wellness support with day-one eligibility for applicable plans.
• 401(k) with employer match, Employee Stock Purchase Plan, financial wellness resources, and tuition reimbursement.
• Paid parental leave, adoption and fertility support, caregiver resources, paid holidays, paid time off, commuter benefits, and paid volunteer time.
• Career coaching, flexible time off for exempt employees or paid time off for nonexempt employees, and a commitment to an inclusive workplace.