Fraud Prevention Supervisor- Retail Contact Center

Austin, Texas, United States
Support and Service


Role Number:200188432
Home Office: Yes
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Apple's Retail Contact Center is seeking a Fraud Prevention Team Supervisor. In this role, you will be responsible for providing daily supervision, developing the fraud prevention team’s talent, and managing the daily execution of the business. You will contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any fraud prevention issues in a timely manner. Critical thinking and self-motivation are an absolute must. This position can be home-based across any city in the US. or at our campus in Austin, Texas.

Key Qualifications

  • Knowledge of the Retail Contact Center and customer support model
  • Previous experience in team leadership is a plus
  • Fraud prevention experience
  • Strong analysis and problem-solving skills
  • Strong decision-making capabilities and sound judgment
  • Excellent written and verbal communication skills
  • Strong work ethic with a high degree of flexibility
  • Excellent interpersonal skills
  • Passion for developing direct reports
  • Ability to work in a fast-paced, challenging environment
  • An eye for details and a self-starter
  • Flexibility to work any shift within 7-day work week


The Fraud Team Supervisor is responsible for managing and promoting the development of fraud representatives in the Apple Order Administration organization. You are a customer focused person who is self-motivated, friendly and has a passion to prevent fraud in an efficient and effective manner. You will have experience working in a fast-paced customer support and B2C e-commerce environment. Responsibilities include: Manage agents’ performance and support their success Achieve or exceed team performance and productivity goals Conduct regular 1:1s with employees Identify and communicate training and development opportunities Lead regular team meetings and calibration sessions Submit and track production issues for resolution Work cross-functionally with iTunes Operations, iTunes Customer Support, Analytic Insight, and global peers Represent Apple with customers and partner organizations Identify innovative ideas to improve the purchasing experience of Apple customers

Education & Experience

Normally requires BS degree plus 1–3 years experience in a customer service and support environment Experience in people management with strong leadership background preferred

Additional Requirements

  • At-Home Requirements:
  • A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 2 megabits upload) from a reliable provider.