Job Level
Junior
About the role
- Support the "Fraud Cares" initiative by triaging and managing commercial chargeback cases and pre-dispute notifications
- Serve as point of triage/escalation for dispute-related customer issues and direct cases to appropriate stakeholders
- Prepare compelling defense documents with strong evidence to contest illegitimate chargebacks and disputes
- Analyze payment dispute notifications, investigate claim validity, and analyze dispute patterns
- Work within dispute timelines to ensure timely resolution while documenting case findings and maintaining clear records
- Process resolutions autonomously when appropriate: customer messaging, refund processing, seller communication, enforcement of policies
- Collaborate closely with Customer Care and Fraud teams to minimize chargeback losses and improve customer satisfaction
Requirements
- Experience with disputes/chargebacks or previous experience in customer care (could be an internship, an apprenticeship or a first full-time role)
- Strong analytical and writing skills with ability to assess dispute validity, gather evidence, and craft persuasive defense arguments
- Excellent communication—written, verbal, interpersonal, negotiation—fluent in English (French/Spanish/Italian a plus)
- Excellent time management and ability to work within strict dispute timelines
- Strong sense of confidentiality and integrity when handling disputes
- Autonomous decision-making capabilities within defined parameters and adaptability in complex dispute scenarios
- Authorization to work in the country (application asks if candidate is authorized to work)