Chargeback Analyst

This job is for a Chargeback Analyst based in San Francisco. The role involves providing accurate and timely advice on complex chargeback related questions, monitoring and educating merchants, and collaborating with multiple teams to improve dispute management. The ideal candidate has strong communication and problem-solving capabilities, experience in disputes management or customer support, and the ability to interact with users clearly and empathetically. The annual base salary range for this role is $95,000-$110,000.

• Be a subject matter expert of the North America region and provide support to internal and external partners regarding complex chargeback related questions
• Consult clients on Dispute Defense performance and optimization leveraging data-driven insights
• Collaborate internally with Risk, Support, and Product Development teams to improve customer experience and dispute products
• Handle the North America Region related operational chargeback processes and tasks on a daily basis
• Take ownership of creating merchants facing educational materials
• Inform our partners accordingly of the dispute-related updates and changes
• Some domestic and international travel is required.

• Strong communication and problem-solving capabilities
• Ability to make quick informed decisions and prioritize requests
• Experience in disputes management or customer support (1-3 years)
• Comfortable with writing internal or external documentation
• Ability to interact with users clearly and empathetically
• Strong written and verbal communication skills in English
• Willingness to travel domestically and internationally
• Strong knowledge of chargeback processes and tasks
• Ability to provide accurate and timely advice on complex chargeback related questions
• Consult clients on Dispute Defense performance and optimization
• Collaborate with internal teams to improve customer experience and dispute products
• Create educational materials for merchants
• Inform partners of dispute related updates and changes

• Competitive annual base salary range of $95,000-$110,000
• Opportunity to work with high-profile clients such as Facebook, Uber, H&M, and Microsoft
• Environment with opportunities for career growth and advancement
• Supportive culture that encourages employees to take ownership of their careers
• Collaboration with multiple teams to solve unique technical challenges at scale
• Innovative and ethical solutions that help businesses achieve their ambitions faster
• Opportunity to be a subject matter expert in the North America region
• Support and consultation for complex chargeback related questions
• Data-driven insights for dispute defense performance and optimization
• Collaboration with internal teams to improve customer experience and dispute products
• Ownership of creating educational materials for merchants
• Updates and changes regarding dispute management communicated to partners
• Domestic and international travel opportunities
• Strong communication and problem-solving capabilities valued
• Opportunity to present analysis to internal and external partners
• Experience in disputes management or customer support preferred
• Ability to interact with users clearly and empathetically
• Strong written and verbal communication skills in English
• Commitment to diversity, equity, and inclusion
• Equal opportunity employer that does not discriminate based on various factors
• Confidentiality of information according to EEO guidelines
• Smooth and enjoyable candidate experience with timely feedback
• 4-week interview process (may vary depending on the role)
• Consideration of applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance.