Customer Retention Analyst | Refunds & Chargebacks
New
J
JobgetherE-commerce payments
Based in BrazilContract
Salary not disclosed
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Job Details
- Languages
- Intermediate or advanced English proficiency.
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- Have previous experience in Customer Support or customer service operations, preferably in digital businesses or e-commerce.
- Have experience managing tickets through customer support platforms and CRM systems.
- Know digital payment operations, including subscriptions, refunds, and chargebacks.
- Be proficient in Excel or Google Sheets, including pivot tables, formulas, and data analysis.
- Be able to interpret performance indicators, identify trends, and recommend process improvements.
- Have experience documenting workflows, creating SOPs, and working with SLAs.
- Have familiarity with artificial intelligence tools and automation.
- Have intermediate or advanced English proficiency.
- Direct Response, affiliate marketing, or subscription-based business experience is a plus.
- Familiarity with Whop, WealthPay, Stripe, or PayPal is a plus.
- Chargeback representment or chargeback avoidance experience is a plus.
- Experience with Crisp, Zendesk, Intercom, or Gorgias is a plus.
Responsibilities
- Manage customer inquiries about purchases, payments, subscriptions, cancellations, refunds, and deliveries.
- Offer appropriate customer retention alternatives where refund avoidance is legitimate.
- Monitor chargebacks and disputes, prepare supporting evidence, and track deadlines and outcomes.
- Analyze win rates, loss rates, and recurring dispute causes, and recommend preventive actions.
- Triage and prioritize affiliate requests according to urgency and business impact.
- Identify complaint patterns by product, offer, affiliate, and MID, supporting operational compliance initiatives.
- Document workflows, create Standard Operating Procedures, and maintain the team's knowledge base.
- Improve triage and escalation processes, contribute to SLA definitions, and develop operational reporting.
- Support prevention and automation initiatives to reduce refunds and chargebacks.
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