Chargeback Specialist

About the role

You will be the dedicated expert who safeguards Satispay's financial integrity by owning the end to end resolution of complex chargeback disputes. In this role, you act as the primary escalation point for high risk cases, balancing rigorous compliance with empathetic customer communication. You will systematically investigate each dispute, compile robust evidence packages, and craft precise responses that protect the company while preserving trust. Your work will directly influence recovery rates and provide critical insights that strengthen our payment ecosystem. You will thrive in a collaborative environment where your expertise shapes process decisions and influences cross functional strategies. This position offers clear ownership of challenging problems and the opportunity to see the direct impact of your actions on the business and our users. If you are meticulous, analytical, and passionate about operational excellence in payments, this role is built for someone like you.

Key facts

What you'll do

• Lead the intake and triage of high priority and complex chargeback cases, ensuring accurate categorisation and timely initial responses.
• Conduct deep-dive investigations by gathering transaction details, receipts, and contractual evidence to build strong dispute responses.
• Analyse chargeback data to identify root causes, emerging fraud patterns, and systemic issues that require product or process intervention.
• Draft clear, compliant, and persuasive evidence submissions tailored to card network rules and regulatory expectations.
• Partner with FinCrime, Customer Support, Legal, and Product teams to surface upstream risks and align on preventative strategies.
• Own the creation and maintenance of internal dashboards and reports that track key quality, performance, and risk metrics.
• Define and propose improvements to workflows, SLAs, and quality checks that increase win rates and reduce manual rework.
• Maintain expert level knowledge of EU chargeback regulations, consumer protection laws, and industry best practices.
• Document standard operating procedures and playbooks to ensure consistent execution across the team.
• Represent Satispay in external communications with acquirers and banks when escalated cases require direct negotiation.
• Implement monitoring mechanisms to detect anomalies and support early intervention on high risk segments.
• Collaborate on training initiatives to elevate the broader organisation's understanding of chargeback risks and controls.
• Continuously challenge existing processes, leveraging data to justify changes that improve efficiency and outcomes.
• Serve as a subject matter expert who mentors colleagues and drives knowledge sharing across support and operations.

Requirements

• You have 3 or more years of dedicated experience in chargeback management, payment operations, or risk operations within fintech, e-commerce, or financial services.
• You possess a proven understanding of dispute categories, evidencing standards, and resolution pathways across multiple payment rails.
• You hold strong knowledge of EU regulations and consumer protection requirements that apply to electronic payments and chargebacks.
• You demonstrate advanced analytical skills, with the ability to interpret complex data sets, identify trends, and drive data informed decisions.
• You show high attention to detail, excellent organisation, and the ability to work independently in a fast paced, dynamic environment.
• You communicate effectively, with the ability to explain complex technical topics clearly to both technical and non technical audiences.
• You are comfortable using internal tools and reporting systems to track performance, quality, and risk indicators.
• You are committed to maintaining compliance and adhering to Satispay's policies and procedures at all times.
• You are able to manage multiple priorities and meet strict deadlines without compromising accuracy or quality.
• You are comfortable working within a regulated financial services environment that requires auditability and traceability.

Nice to have

• Experience with chargeback representment platforms and case management tools.
• Familiarity with payment processor integrations and reconciliation practices.
• Background in fintech product management or operations focused on payments.

Practical notes

• Hybrid working policy applies, with three days per week in the office on set days plus the option to request additional remote time.
• This role is based in Barcelona, Spain, and requires eligibility to work legally in Spain without sponsorship.
• The position is full time, and working hours will align with Satispay's operational schedule in Spain.
• Travel is not expected as part of this role, and no visa is required for eligible candidates based in Spain.