Chargeback Analyst

Department: Engineering & Technology

About the Role

We're looking for a detail-oriented Chargeback Analyst to protect marketplace revenue by managing the full dispute lifecycle, identifying fraud patterns, and partnering with cross-functional teams to reduce losses and improve customer experience. This role is responsible for investigating payment disputes, identifying fraud and abuse patterns, managing the chargeback lifecycle, and partnering with cross-functional teams to reduce financial losses while improving the customer experience. The Chargeback Analyst will work closely with Payments, Customer Service, Finance, Operations, Product, Engineering, and Trust teams to identify root causes of disputes and implement preventative controls across the marketplace.

What You'll Do

Chargeback Operations

• Investigate and manage payment disputes across credit cards, digital wallets, and alternative payment methods
• Prepare and submit representment packages within card network and processor timelines
• Monitor dispute queues, ensure SLA compliance, and track outcomes to improve win rates
• Maintain accurate records and evidence repositories for audit and compliance

Fraud & Risk

• Partner with Fraud, Trust, and Payments teams to reduce friendly fraud, first-party misuse, and account compromise disputes
• Conduct root cause analysis on high-volume chargeback categories and recommend corrective actions
• Monitor merchant chargeback ratios to stay below card network thresholds

Data & Reporting

• Build reports and dashboards covering chargeback volume, loss rates, representment success, and recovery metrics
• Support forecasting of chargeback losses and present findings to leadership

Cross-Functional Collaboration

• Work with Customer Support, Product, Engineering, Legal, Finance, and Compliance on dispute prevention and automation initiatives
• Support card network audits, processor reviews, and compliance inquiries

About You

• Bachelor's degree in Business, Finance, Data Analytics, or related field (or equivalent experience)
• 2–4 years in fraud operations, trust & safety, or payment disputes
• Proficient in Excel or Google Sheets; SQL a plus
• Strong analytical, investigative, and communication skills
• Familiarity with card network dispute workflows and payment processing
• Experience in e-commerce, fintech, or marketplace environments preferred
• Hands-on experience in payment risk, fraud prevention, and card network dispute processes
• Cross-functional exposure across Payments, Trust, Finance, and Product
• Mentorship from Risk and Payments leaders with measurable impact on financial outcomes