Chargeback Automation Specialist

G2A.COM is the world's largest marketplace for digital entertainment. On our platform, over 30 million people from 180 countries have already purchased more than 100 million digital items. Why? Sellers from all over the world present a rich offering of over 75,000 digital codes for games, software, gift cards, subscriptions, DLCs, in-game items, and various digital entertainment. We are a safe marketplace, where sellers guarantee instant delivery.

What else sets us apart? G2A.COM is a place co-created by a team of 400 exceptional experts representing 12 nationalities. Most of us work in a hybrid model, some remotely, or on-site in a chosen location. Our R&D center is in Rzeszow, we also have offices in Warsaw and Krakow. The company's main headquarters are in Hong Kong, with the central office in Amsterdam.

We address each other by our first name, we are supportive, and we share knowledge. We operate based on DEI values – Diversity, Equity, and Inclusion and provide extensive development opportunities – in 2023 over 180 development and wellbeing events. We work in a dynamically changing environment, continuously implementing and utilizing the latest technologies such as artificial intelligence (AI), augmented reality (AR), and specialized cybersecurity solutions.

We regularly check job satisfaction. According to the latest survey, as many as 88% of us are satisfied with work-life balance, 93% appreciate teamwork, and 83% value managerial support. The average tenure at G2A.COM is an impressive 5 years. This is simply a place where people want to be.

By joining us, you will have the opportunity to collaborate and create projects with international brands such as Google, PayPal, Amazon, VISA, Mastercard, PayU, EY, Synerise, Modivo, Empik, and Microsoft. We think and act globally, and in our daily work, we are guided by analysis and data, although intuition and experience-based insights are also considered a significant asset. We invite you to join us on the journey of co-creating Gate2Adventure – the gateway to the world of digital entertainment. 

We’re waiting for you!

We're looking for a talented and motivated individual to join our Payments team as a Chargeback Automation Specialist to support the automation and optimization of the dispute response process.

In this role, you will be responsible for quality control of responses, analyzing the win ratio, and implementing improvements to enhance this metric. Your tasks will include preparing materials to facilitate a smooth dispute transition, collaborating with the technical team to implement and test new solutions, and monitoring the dispute process to ensure its stability.

If you are well-organized, capable of working with various teams, and have experience in chargeback processes – we are looking forward to your application 😊

Joining us, you will receive full onboarding support and the opportunity to grow in a dynamic, diverse, and inspiring environment that values development and job satisfaction. You will benefit from an extensive perks package, including a welcome kit, Motivizer vouchers, private healthcare, a MultiSport card, and attractive discounts on G2A.COM. We will support your skills development and ensure your well-being at work. Additionally, we value your engagement in charity initiatives that we organize regularly.

If you are highly organized, work well with cross-functional teams, and have experience in chargeback processes – we are excited to hear from you 😊

You're a perfect match for the role, if:

• You have an excellent understanding of chargeback processes for various PSPs (Payment Service Providers), including PayPal
• You are familiar with legal regulations related to chargeback claims
• You have experience in project management
• You are skilled in data analysis at an intermediate level
• You are open to challenges and personal development
• You are communicative and able to work effectively in a team
• Your English proficiency is at least B2 level, both spoken and written

Your responsibilities:

• Collaboration with other departments to ensure a smooth transition of processes
• Creation of documentation, procedures, and instructions to facilitate proper claims handover
• Development of materials supporting effective claims management post-takeover
• Cooperation with the technical team to implement and test new claims solutions
• Regular monitoring to ensure that responses to claims are provided in accordance with established standards
• Collaboration with external Partners (PSPs) to ensure that all chargeback processes are carried out in line with their guidelines
• Observing the stability of the claims process to ensure no changes occur that could impact procedures
• Early detection of potential changes and suggesting process improvements.
• Ongoing monitoring of the win ratio indicator, conducting root cause analyses, and developing actions and recommendations to improve it

Why is joining us worth it?

• Hybrid or/and remote workplace model
• You receive all the necessary work resources, such as a laptop and/or a phone
• We can provide and deliver ergonomic and electronic equipment for your home office, such as footrests, stability balls, chair with back support, monitor, mousepad, laptop docking station, mouse, keyboard, headphones
• We provide an opportunity for realizing new ideas and appreciate them a lot
• We encourage the development of skills and competences with internal and external trainings
• We value DEI – Diversity, Equity & Inclusion
• We support grassroots initiatives and take part in charity events
• We offer valuable benefits, such as:
• the welcome pack,
• vouchers for the Motivizer platform (each month the employees receive a pool of 200 points they can spend on many products and services available in the system),
• private healthcare
• the MultiSport card,
• an opportunity to take part in internal and external trainings and industry events,
• many more
• You will receive discount codes to use on the G2A.COM sales platform so that you can enjoy the benefits of our offers and services