Chargeback Specialist

Hi! We’re Mercuryo, and we’re on a mission to redefine finance by blending the best of traditional banking with the innovations of decentralized finance (DeFi). We believe that everyone should have easy access to Web3 and traditional financial services — and we’re making that happen by building a robust platform that simplifies dealing with crypto and seamlessly integrates it into the broader financial ecosystem.

Since we launched in 2018, we’ve teamed up with Web3 top projects such as MetaMask, Trust Wallet, Ledger, Jupiter, 1inch, and PancakeSwap and 200+ others to power over 200 dynamic products. Our work also brings us into direct collaboration with major ecosystems such as Solana Labs, Consensys, and BNB Chain. We’re just getting started, and we want you to help us shape the future of money!

Why Mercuryo?

Industry Impact

Join us in helping world-class Web3 projects onboard millions of new users into the next generation of finance.

Innovative Environment

Collaborate with more than 300 talented professionals from diverse backgrounds — including banking, SaaS, and Web3 — all united in delivering outstanding user experiences.

Growth and Learning

Our expanding network of 200+ B2B partnerships and a user base of over 7 million means there’s always room to grow your skills, tackle new challenges, and push boundaries.

Flexible Culture

We’re remote-first, celebrating diversity across 30 countries. At Mercuryo, you’ll be empowered to take ownership of your work, spark creativity, and shape how we move forward together.

About the Role:

We are looking for a Chargeback Specialist to manage and continuously improve chargeback and dispute operations across all our merchants and acquirers. This role sits at the intersection of risk, fraud prevention, payments, and operations, with a strong focus on loss mitigation, dispute recovery, and proactive prevention.

About the Role:

Act as a subject matter expert on chargeback and dispute processes, providing guidance to internal teams and merchants on dispute prevention, best practices, and effective defense strategies.
Own the end-to-end chargeback lifecycle, including intake, analysis, evidence preparation, submission, and follow-up with processors, acquirers, and card schemes. Prepare and submit high-quality, compelling dispute documentation to maximize win and recovery rates. Maintain up-to-date knowledge of card scheme rules and regulations, including disputes, pre-arbitration, arbitration, and compliance requirements.

Your Role:

Analyze chargeback and dispute data to identify patterns, trends, and underlying drivers of disputes and losses.

Translate findings into clear, actionable insights and recommendations to support fraud prevention initiatives and dispute reduction.

Maintain a strong understanding of dispute root causes and proactively contribute to preventive measures aimed at reducing recurrence and overall losses.

Execute chargeback and dispute processes with a strong focus on maximizing recovery rates and minimizing financial losses.

Identify illegitimate, abusive, or friendly fraud disputes and ensure they are appropriately challenged.

Monitor dispute outcomes, recovery performance, and scheme thresholds to proactively manage financial and compliance risk.

Work closely with the Risk / Anti-Fraud team to continuously improve chargeback handling, fraud detection approaches, and funding workflows.

Support day-to-day risk operations by providing statistics, insights, and analysis related to disputes and losses.

Participate in periodic reviews of internal processes to strengthen controls and improve dispute and fraud prevention effectiveness.

Identify process gaps and opportunities for automation within chargeback and dispute workflows.

Contribute to scaling dispute operations by streamlining manual processes and improving cost efficiency.

Support the development and enhancement of internal tools, dashboards, and reporting related to disputes.

What We're Looking For:

Proven experience in chargeback and dispute management within a payments, financial services, or digital commerce environment.

Strong understanding of card scheme rules, dispute reason codes, evidence requirements, and dispute timelines.

Hands-on experience with dispute evidence frameworks, such as Visa Compelling Evidence 3.0, and an understanding of how evidence standards impact win rates.

Familiarity with chargeback thresholds, monitoring programs, and scheme risk requirements, including ratio limits and early warning signals.

Experience working with data visualization tools and analytics dashboards (e.g. Tableau, Metabase or similar) to monitor dispute volumes, trends, and recovery performance.
       

What We Offer:

Competitive market rate salary and performance-based incentives.

22 days annual leave with an additional 6 company days, plus bank holidays.

Comprehensive health insurance plans.

Extensive benefits program.

Flexible work schedule and remote work options.

Modern offices and co-working spaces across 6 countries.

Working equipment.

Professional development and training opportunities.

Opportunity to shape the initiatives you’re working on.We are open-minded to new ideas.

Diverse and friendly team.

We are open-minded to new ideas.

Join Us!
If you're driven to be a part of the Web3 forefront and are keen to leave your mark on this rapidly evolving field, Mercuryo is an excellent choice. Discover our open positions and see how you can contribute to shaping the future!

Mercuryo is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment that is progressive and open-minded. Our employment philosophy is to hire the best people and empower them to do the best work of their lives. Employment decisions are based on business needs and individual merit, without regard to race, colour, religion, ethnicity, sexual orientation, nationality, marital status, gender, age, disability, veteran status, or any other characteristic protected by law. Mercuryo is also committed to providing reasonable accommodation during the application process for qualified individuals with disabilities. If you require assistance to complete your application, please contact our Talent Team.