Heba Mahmoud

Over the years, I’ve been lucky to grow through roles where helping others, solving problems, and digging into details have always been at the center. In my current role as a Senior Customer Care Specialist, I’ve leaned deeper into fraud detection and prevention, investigating disputes, analyzing fraud patterns, and working closely with payment providers to protect both the company and our users. I enjoy the challenge of spotting unusual patterns, connecting the dots, and making sense of signals that at first look random.

Another part of my role involves supporting agents through tough cases, mentoring newer teammates, and working across departments to close knowledge gaps and improve processes. This is also where I get to dive into data, analyze trends, and uncover insights that help us strengthen fraud prevention and improve the overall customer experience.

What excites me most is finding clarity in complexity. I love that mix of detective work and problem-solving: taking a messy, high-stakes situation, whether it’s a payment dispute, a technical glitch, or a sensitive escalation, and breaking it down until it’s solved. No matter the role, I’ve always been driven by curiosity, teamwork, and the impact of creating solutions that make things better for both customers and colleagues.