Descripción de la oferta
Experteer Overview
As Chargeback Manager, you design and implement a new Dispute Resolution Process to resolve disputes efficiently while protecting customer trust and financial integrity. You lead end-to-end chargeback handling and collaborate with cross-functional teams to prevent issues upstream. You’ll analyze trends, optimize workflows, ensure regulatory compliance, and build playbooks to empower internal teams. This role offers ownership in a fast-moving fintech environment and a direct impact on risk management and customer experience.
Compensaciones / Beneficios
• Design and implement the full dispute/chargeback lifecycle (intake, investigation, evidence, response, escalation)
• Analyze dispute and chargeback trends to identify root causes and prevent recurrence
• Standardize workflows, SLAs, and quality checks to improve win rates and cycle time
• Ensure compliance with EU regulations and consumer protection standards
• Collaborate with FinCrime, Customer Support, Legal, and Product to reduce chargebacks and improve experience
• Create playbooks, guidelines, and training for dispute handling and prevention
• Develop and refine internal tools and reporting to monitor performance, quality, and risk metrics
Responsabilidades
• 5+ years in chargeback management, payment operations, or risk operations in fintech/e-commerce/financial services
• Strong command of EU regulations and consumer protection standards
• Proven understanding of dispute categories, evidencing standards, and resolution pathways across payment rails
• Hands-on experience with operational platforms, CRM tools, and case management systems
• Advanced analytical skills to interpret data, identify trends, and support decision-making
• Effective communication to explain technical topics to technical and non-technical audiences
• High attention to detail and strong organizational skills in a fast-paced environment
Requisitos principales
• Unlimited paid time off
• Flexible hybrid working system
• Stock Option Plan (with performance-based grants)
• Extended parental leave
• Childcare leave
• Meal vouchers
