About Hearth

Hearth exists because 50-80% of small businesses in the trades (Roofers, Plumbers, etc.) fail within their first five years. Our mission is to change that forever, and empower small business contractors to build and grow successful companies.

In the last few years, we’ve built an all-in-one platform that helps SMBs grow sales, protect profits, and save time. With over 10,000 customers, Hearth is a vertical SaaS platform powered by a financial services layer that is currently powering billions in home improvement projects. We are growing, profitable in our base case, and are working to disrupt a fragmented, underserved, $600B market. 

Backed by the same investors as SpaceX, Stripe, Palantir, Airbnb, Rippling, Affirm, Brex, and OpenAI (Founders Fund, 8VC, Human Capital), we aim to protect small business entrepreneurship in America, redefine what is possible in running a trades business in today’s rapidly changing world, and bring forth a future where every small business owner in the trades can succeed, despite not having a fancy pedigree, special connections, or access to deep pockets.

The Opportunity:

Hearth Pay, our integrated payments product, makes it easy for small business contractors to get paid in a modern, seamless way while increasing profit margins by saving on processing fees. Hearth Pay has been growing organically, multiplies customer LTV, and dramatically increases the stickiness of the Hearth Platform. 

We are seeking an experienced, analytical, and detail-oriented Payments Fraud Manager to create and execute strategies that mitigate fraud risks while optimizing payment processes. This role requires a deep understanding of payment systems, fraud prevention technologies, and industry best practices. The Payments Fraud Manager will play a critical role in safeguarding our customers and company assets while supporting seamless business operations, ensuring data integrity across all processes.

This is a 9-month, contract role payrolled through a third-party agency. 

What You'll Do:

Fraud Prevention & Detection:

• Develop and implement fraud detection strategies, tools, and processes to identify and mitigate fraudulent activities across payment channels.
• Monitor real-time transactions for suspicious activity and respond to potential fraud incidents.
• Leverage machine learning and rule-based systems to improve fraud detection and minimize false positives.
• Engage with homeowners, contractors, and various departments to collect necessary information to settle payment disputes effectively.

Data Analysis & Reporting:

• Analyze fraud trends, patterns, and key performance metrics to identify areas for improvement.
• Produce regular reports and dashboards to communicate fraud performance metrics to leadership.
• Conduct post-incident analysis to understand vulnerabilities and develop preventative measures.

Cross-Functional & Team Collaboration:

• Collaborate with customer support teams to ensure timely resolution of fraud-related customer inquiries.
• Work with external partners, including payment processors and fraud solution vendors, to enhance fraud prevention capabilities.
• Provide training to team members on emerging fraud trends, tools, and operational processes.

Who You Are:

• 4-6 years of experience in a payments and fraud-related role, preferably with experience in handling payment and subscription disputes.
• Previous experience resolving customer issues, questions, or concerns through phone calls, texts and emails.
• Strong analytical and problem-solving skills.
• Exceptional communication skills, both written and verbal.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Ability to adapt swiftly to a dynamic, fast-paced environment.
• Super scrappy and high ownership - find a way to get things done, now

Preferred Qualifications

• Familiarity with relevant regulations, such as Reg. E and FDCPA is desirable.
• Experience working with Stripe.
• Experience in evaluating KYC/KYB.

Location

This role is a remote opportunity

Benefits

• Mission-driven, values-based culture.
• Competitive pay.
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
• Unlimited PTO, plus paid company holidays.
• Meaningful equity
• Medical, dental, and vision options.
• 401(k)
• Free Employee Assistance Program
• Parental Leave Program
• Pet Insurance

More About Us
Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.