Chargeback Analyst CSR

Job Description

Job Description

CHARGEBACK ANALYST & SR. CUSTOMER SERVICE SPECIALIST

Long Island City, Queens, NY
Schedule: Mon – Fri, 9 AM – 6 PM (No Weekends)ABOUT THE ROLEWe are a technology company serving the NYC taxi and for-hire vehicle industry. We're looking for someone who is equally comfortable managing credit card chargebacks end-to-end, analyzing large Excel datasets for operational trends, and delivering exceptional customer service. This is not a task-completion role — we want a self-starter who creates new methods, proposes improvements to management, and becomes a Subject Matter Expert over time.
This role is ideal for someone who thinks outside the box, identifies problems independently, and builds solutions before being asked. If you need direction for every task, this is not the right fit.REQUIRED SKILLS & QUALIFICATIONS

• Hands-on experience managing credit card chargebacks, including rebuttals, evidence packages, and dispute submissions (Visa, Client, Client, Client)
• Experience building evidence packages in payment processor tools (Client Dispute Manager, Chargeback 911, Verifi, etc.)
• Understanding of representment, pre-arbitration, and arbitration stages
• Ability to track win/loss ratios and monitor chargeback thresholds
• Strong Excel skills with experience analyzing large datasets
• Face-to-face customer service experience in fast-paced environments
• Strong critical thinking and problem-solving skills
• Ability to manage multiple priorities under pressure
• Proficiency in Microsoft Office (Outlook, Excel, Word, presentations)
• Strong written and verbal English communication skills

KEY RESPONSIBILITIES

• Serve taxi drivers and industry clients at a walk-up service window
• Become a Subject Matter Expert on NYC and US taxi industry operations
• Analyze service data in Excel to identify trends and develop solutions
• Handle professional email correspondence with customers
• Develop and document Standard Operating Procedures (SOPs)
• Build and maintain relationships with key accounts
• Assist with chargeback research and resolution
• Take on assigned and self-initiated operational improvement projects
• Share knowledge and expertise with the team

PREFERRED

• Experience in NYC taxi, TLC, or for-hire vehicle industry
• Experience developing SOPs and documentation
• Proven success managing chargebacks with measurable results
• Experience reporting on chargeback outcomes
• Track record of improving chargeback win rates
• Experience using AI tools for chargeback workflows
• Existing chargeback templates, SOPs, or playbooks
• Strong ability to learn new technologies quickly
• Leadership and mentorship mindset
• Experience building relationships with key accounts

New projects and assignments are constant in this environment. If you thrive on creating new solutions, working directly with customers, and analyzing data — we want to hear from you.

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