Satispay

Chargeback Manager

Satispay

full-time

Posted on:

Location Type: Hybrid

Location: Barcelona • Spain

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Tech Stack

Ruby on Rails

About the role

  • Design and establish a new Dispute Resolution Process, ensuring efficient, timely, and fair resolutions while minimizing financial exposure.
  • Lead dispute and chargeback handling: Design and implement the full lifecycle: from intake and investigation to evidence compilation, response drafting, and escalation through internal and external channels.
  • Perform deep-dive analysis to spot root causes, emerging patterns, and process gaps. Translate insights into prevention and recovery actions.
  • Standardize workflows, SLAs, and quality checks to increase win rates, reduce manual effort, and improve cycle time.
  • Stay current with applicable regulations and industry best practices related to chargebacks and consumer protection.
  • Partner with FinCrime, Customer Support, Legal, and Product to prevent chargebacks upstream and elevate customer experience.
  • Create playbooks, guidelines, and training to upskill internal teams on dispute handling and prevention.
  • Use and refine internal tools and reporting to monitor performance, quality, and risk metrics.

Requirements

  • 5+ years of experience in chargeback management, payment operations, or risk operations within the fintech, e-commerce, or financial services space.
  • A strong command of EU regulations and consumer protection standards.
  • A proven understanding of dispute categories, evidencing standards, and resolution pathways across various payment rails and channels.
  • Hands-on experience using operational platforms, CRM tools, and case management systems to file, track, and resolve disputes.
  • Advanced analytical skills with the ability to interpret complex data, identify trends, and drive informed decision-making.
  • The ability to explain intricate technical topics clearly to both technical teams and non-technical stakeholders.
  • High attention to detail and strong organizational skills, with the ability to solve problems independently in a fast-paced environment.
Benefits
  • Unlimited paid time off
  • Psychological support & mental health webinars with Serenis
  • Flexible hybrid working system
  • Extended parental leave
  • Childcare leave
  • Professional development programmes
  • Internal mobility program
  • Language classes with Preply
  • Internal workshops & training
  • Stock Option Plan (with additional grants often provided based on performance)
  • International relocation support
  • Competitive salary
  • Meal vouchers
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
chargeback managementpayment operationsrisk operationsdispute resolutiondata analysisevidencing standardsresolution pathwaysworkflow standardizationSLA managementquality checks
Soft Skills
analytical skillsproblem-solvingorganizational skillscommunication skillsattention to detailstakeholder engagementtraining and developmentcollaborationprocess improvementcustomer experience enhancement