Chargeback Analyst

About MoonPay 🌖💸

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

Why? Because we think Web3 is a unique and democratising 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.

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

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

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

Most importantly, though, you will embody the core principles that everyone here at the MoonPay lives by. Our “BLOCK Values” are at the heart of everything we do - and they are…

B - Be Hungry

L - Level Up

O - Own It

C - Crypto Curious

K - Kaizen

MoonPay Perks

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 💪

Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot.

Please let us know if you require any accommodations for the interview process, and we’ll do our best to provide assistance. 

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.

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.