satispay - Chargeback Manager - Barcelona
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Requirements
• We need a problem-solver who loves teamwork and gets things done. We'd love it if you bring some experience and skills to the table. If you're curious and ready for real ownership, you'll fit in! Does this sound like you? • Industry expertise: 5+ years of experience in chargeback management, payment operations, or risk operations within the fintech, e-commerce, or financial services space. • Regulatory knowledge: A strong command of EU regulations and consumer protection standards. • Dispute mastery: A proven understanding of dispute categories, evidencing standards, and resolution pathways across various payment rails and channels. • Platform proficiency: Hands-on experience using operational platforms, CRM tools, and case management systems to file, track, and resolve disputes. • Data-driven mindset: Advanced analytical skills with the ability to interpret complex data, identify trends, and drive informed decision-making. • Effective communication: The ability to explain intricate technical topics clearly to both technical teams and non-technical stakeholders. • Operational excellence: High attention to detail and strong organizational skills, with the ability to solve problems independently in a fast-paced environment. • Don't worry if you don't tick every box. We believe in the power of different viewpoints and strengths. Your unique perspective is important as we build something special. If you're passionate and can make a difference, we truly encourage you to apply.
Responsibilities
• As our Chargeback Manager, you will be responsible for designing and establishing a new Dispute Resolution Process, ensuring efficient, timely, and fair resolutions while minimizing financial exposure. You will report to the Complaints Manager and play a key role in protecting customer trust and our financial integrity. • 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. • Analyze dispute and chargeback trends: Perform deep‑dive analysis to spot root causes, emerging patterns, and process gaps. Translate insights into prevention and recovery actions. • Optimize processes: Standardize workflows, SLAs, and quality checks to increase win rates, reduce manual effort, and improve cycle time. • Ensure compliance: Stay current with applicable regulations and industry best practices related to chargebacks and consumer protection. • Cross‑functional collaboration: Partner with FinCrime, Customer Support, Legal, and Product to prevent chargebacks upstream and elevate customer experience. • Enablement & training: Create playbooks, guidelines, and training to upskill internal teams on dispute handling and prevention. • Tools & reporting: Use and refine internal tools and reporting to monitor performance, quality, and risk metrics. • Expect challenges, collaboration, and the freedom to bring your ideas to life. Things change quickly here, so be ready to adapt, take initiative, and shape your role as we grow.
Benefits
• We believe high commitment, effort, and impact deserve to be highly rewarded and supported. That's why we created Satispay CareAbout, our way of making sure you're supported in your well-being, growth, and finances: • Meal vouchers • Equal-Opportunity Employer • At Satispay, we're proud to be an equal-opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin. Join us in a workplace where everyone belongs!
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