Chargeback Manager - Barcelona
Chargeback Manager
Please note that this opportunity requires relocation to our Barcelona office.
About Satispay
Satispay was born to revolutionise everyday payments – making them simple, fair, and accessible to everyone. Now, the focus has moved even further, aiming to shape the future of money.
We're a movement empowering millions of people, driven by a shared purpose to tackle big challenges. And we're just getting started. We move quickly, think boldly, and trust each other to challenge the norm, learning and growing as we go.
If you're looking for more than just your next job – if you want to build something impactful with a talented team – you're in the right place.
What you'll be doing
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 prevent...