Website MoonPay
We are MoonPay. Architects of the future, inventors, artists, and authors of innovation. Our vision? To unlock digital ownership for everyone. We are onboarding the world to Web3, where people can own and control their digital identity, data, property, and money. MoonPay is the world’s leading Web3 infrastructure company. We provide end-to-end solutions for payments, enterprise-scale smart contract development, and digital asset management. Many of the world's most iconic brands rely on MoonPay to power their Web3 strategies and ideas. Now boarding the next generation of leaders. Come help us build what's n
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
What You Will Do
- 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
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
- 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
