Chargeback Analyst

Hi, we’re MoonPay. We’re here to onboard the world to Web3.

Why? Because we think Web3 is a unique and democratizing technology. It gives people back control of their money, digital identity, data, and property like nothing else before it.

What we do

We’re the leading infrastructure company in Web3. This means we offer our partners everything from payment solutions (we call them 'Ramps') to minting software for digital collectibles, like NFTs. And over 20 million people around the world now trust our products — just take a look on Trustpilot.

We’re also big on collaborations. And we've worked on stunts, drops, and partnerships with some of the world's most prestigious and forward-thinking brands.

But that’s not all. We have also built our own consumer app because we wanted to see if we could build a better Web3 account. It’s taken off in a big way, and we're working hard to continually improve it and to strive for perfection.

So whatever your background, we’re sure there’s something for you here. Come help us build the future of Web3 and digital ownership.

Locations:
South Africa, Spain, Poland, Portugal, Romania, Ireland

About the Opportunity
As a Chargeback Analyst on our Trust & Safety Team, you’ll play a critical role in safeguarding our business and ensuring a seamless experience for our users within the dynamic world of Web3 and crypto. We’re seeking someone with experience in chargeback processes and regulations who can help detect risks, prevent fraud, and drive improvements in our chargeback strategy.

What You Will Do…

1. Investigate Disputed Transactions: Conduct investigations of disputed cardholder transactions, adhering to Visa, MasterCard, American Express, and alternative payment methods (APMs) guidelines.
2. Defend Chargebacks: Respond to incoming chargebacks, ensuring timeliness and compliance with card network and payment platform regulations.
3. Identify Fraud Patterns: Analyze trends in chargeback and fraud data to proactively address and escalate emerging fraud risks.
4. Enhance Processes: Develop and implement improvements to chargeback and dispute processes, ensuring efficiency and alignment with industry standards.
5. Cross-Functional Collaboration: Work closely with other Teams to achieve company-wide OKRs.
6. Collaborate Externally: Work with acquiring partners to ensure that MoonPay’s chargeback processes remain compliant and responsive to evolving regulations.
7. Strategize Chargeback Reduction: Leverage third-party tools such as Ethoca and Verifi to analyze dispute patterns, mitigate risks, and optimize processes, proactively reducing chargeback incidence and enhancing fraud prevention strategies.
8. Support Cross-Functional Projects: Assist in broader investigations and projects as needed, sharing insights and data with relevant departments.
9. Industry Engagement: Stay on the pulse of evolving chargeback regulations, leveraging your knowledge to keep MoonPay compliant and proactive in fraud management.
10. Report and Optimize: Deliver regular insights and reports on chargeback metrics to senior management, supporting strategic improvements.

About You
You’ll thrive in this role if you bring a proactive, problem-solving mindset, strong analytical skills, and a passion for detail. As a Chargeback Analyst, you’ll work cross-functionally, contributing valuable insights to help MoonPay stay ahead in a rapidly evolving industry.

What You Will Need…

1. 2+ Years of Chargeback and Dispute Resolution Expertise: Proven experience in dispute management within crypto, e-commerce, or similar high-risk environments.
2. Knowledge of Payment Dispute Processes: Proficiency in chargeback and dispute resolution across major payment platforms (e.g., Visa, MasterCard, Amex, PayPal, Venmo), including the interpretation of chargeback reason codes and dispute handling.
3. Card Network Protocols Expertise: Deep understanding of current chargeback management standards and card network protocols, including liability shift rules and card scheme monitoring programs.
4. Analytical Skills: Ability to identify fraud patterns and conduct effective investigations.
5. High-Risk Industry Expertise: Experience working with high-risk industries and alternative payment methods (e.g., PayPal, Apple Pay).
6. Advanced Excel/SQL Knowledge (advantageous): Proficiency in these tools is beneficial for analyzing data and identifying patterns.
7. Strong Communication Skills: Ability to present findings clearly and collaborate with both internal and external stakeholders.
8. Adaptable and Detail-Oriented: Comfortable working in a fast-paced environment with a keen eye for detail.

Equity package
Unlimited holidays
Paid parental leave

Annual training budget
Home office setup allowance

Monthly budget to spend on our products

Working in a disruptive and fast-growing industry where the possibilities are endless
Freedom, autonomy and responsibility

Please be aware that MoonPay does not request an AI-led interview without seeing a recruiter or team member from MoonPay on video call. We won't ask for your personal identification documents or any money from you during your interview process with us. Be fraud smart! If you receive an email - claiming to be from MoonPay - but from an email address ending in anything other than @moonpay.com, please be aware that this is not us. Please let us know by emailing recruiting@moonpay.com.

Commitment to diversity:

At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence.

MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process.

MoonPay is a global team imagining and building the products and culture of tomorrow.

We’re driven by our deep belief that blockchain technology will become the status quo, so we commit all our talent to creating the best web3 experiences for everyone, everywhere.

We rely on our open and inclusive culture to foster speed, innovation and responsibility. Our diverse team is an ongoing inspiration for easy, effective and accessible products.

Join us on our mission to onboard the world into web3 where people can own, create, and share value freely!