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Chargeback Manager

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Satispay

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Location:
Spain , Barcelona

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Category:
Finance

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 5+ years of experience in chargeback management, payment operations, or risk operations within the fintech, e-commerce, or financial services space
  • Strong command of EU regulations and consumer protection standards
  • 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
  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
March 25, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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