Manage the full lifecycle of disputes and chargebacks in a growing fintech organization. You will take ownership of each case from initiation through resolution, ensuring compliance with card network regulations while protecting financial and reputational integrity.
Key Responsibilities
- Lead investigations into disputed transactions by analyzing customer interactions, merchant terms, and payment data
- Submit and track disputes with major card networks, meeting strict deadlines and documentation standards
- Use SQL and internal systems to extract and validate transaction details and supporting evidence
- Prepare well-documented, persuasive responses that align with network requirements to improve recovery success
- Monitor active cases, manage escalations, and maintain accurate records for audit and compliance purposes
- Collaborate with Customer Experience, Fraud, Finance, and Operations teams to resolve issues efficiently
- Identify patterns in dispute trends and contribute to process improvements and automation efforts
- Stay up to date on evolving card network rules and regulatory expectations
What You Bring
- 3–5 years of direct experience handling payment disputes, preferably in fintech, banking, or payments
- Familiarity with Visa and Mastercard dispute workflows and evidence criteria
- Experience using SQL to query transaction data and support investigations
- Strong attention to detail, organizational ability, and analytical reasoning
- Clear communication skills, especially in writing structured, evidence-based responses
- Ability to manage high case volumes under tight timelines
- Proficiency with CRM platforms, spreadsheets, and internal dispute tools
- A proactive mindset focused on identifying root causes and preventing recurring issues
Work Environment
This role supports a hybrid model, allowing team members to choose between working remotely or in-office based on personal preference and productivity needs. The organization emphasizes flexibility, collaboration, and continuous learning in a flat, open structure.
Benefits & Perks
- Unlimited vacation with a minimum usage policy
- Home office stipend for remote setup
- Comprehensive health, dental, and vision coverage for employees and dependents
- 100% company-paid life insurance for US employees
- 401(k) plan with 4% employer match
- Equity options for all team members
- Access to company products for firsthand experience
- Wellness allowance through spending cards
- Regular team gatherings, including domestic and international offsites
