Disputes & Chargebacks Specialist
About the Role
You will own the end-to-end disputes and chargebacks lifecycle, from intake and investigation through submission and resolution. You will manage and file disputes with card networks, investigate claims using transaction data and customer communications, and use SQL queries to validate evidence. You will prepare clear, evidence-backed responses, track case progress, escalate when needed, and maintain documentation for audits and compliance. You will analyze dispute trends to identify root causes, recommend process improvements, and support automation and tooling initiatives to improve efficiency. You will partner with CX, Fraud, Finance, and Operations to resolve cases and stay current on card network rules and regulatory requirements.
Requirements
- 3–5 years managing card disputes and chargebacks
- Working knowledge of Visa and Mastercard dispute categories and workflows
- Ability to write basic SQL queries
- Strong attention to detail and analytical skills
- Clear written and verbal communication skills
- Experience managing high volumes of cases under strict timelines
- Familiarity with dispute management tools, CRM systems, and spreadsheets
- Proactive problem-solving mindset
- Adaptability in a fast-growing fintech environment
Responsibilities
- Own the full disputes and chargebacks lifecycle
- Manage and file disputes with card networks
- Investigate claims by reviewing transaction data and communications
- Use SQL queries to validate transactions and supporting evidence
- Prepare evidence-backed responses to maximize recoveries
- Track dispute progress and manage follow-ups and escalations
- Partner with CX, Fraud, Finance, and Operations to resolve cases
- Maintain accurate documentation for audits and compliance
- Analyze dispute trends and recommend process improvements
- Support automation and tooling initiatives
- Stay current on card network rules and regulatory requirements
Benefits
- Unlimited time off (minimum 10 days)
- Flexible working and home office stipend
- Health, dental, and vision plans for US employees
- 100% company‑subsidized life insurance
- 401(k) with 4% company match
- Equity option plan
- Company-issued testing card
- Health and wellness spending eligible
- Team and company offsites