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 metricsResponsabilidades
- 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 environmentRequisitos principales
- Unlimited paid time off
- Flexible hybrid working system
- Stock Option Plan (with performance-based grants)
- Extended parental leave
- Childcare leave
- Meal vouchers
