Clio · 1 month ago
Payment Operations Specialist
United States
Full-time
Remote
Entry Level
$73K/yr - $99K/yr
1+ years expClio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. The company is seeking a Chargebacks Coordinator to support the development of the chargeback process and ensure it is customer-focused and efficient, while collaborating with cross-functional teams to enhance chargeback processes.
Artificial Intelligence (AI)CRMLegalLegal TechSoftware
Responsibilities
Monitor and act on chargeback queues for both Clio Payments merchants as well as Clio Billing Services
Provide guidance to merchants on steps to take in defending themselves during the chargebacks process
Obtain a deep understanding of chargeback reason codes and categories to support Clio Payments customers
Become a subject matter expertise around Familiarization with chargeback rules and regulations pertaining to card brands (AMEX, Visa, MC, and Discover)
Support customers by providing guidance around the documentation required in the event of a chargeback and provide steps to take on how to respond to such disputes and prevent future chargebacks
Execute best practices for chargeback maintenance and prevention
Actively review submitted evidence with merchants to increase likelihood of winning disputes
Proactively contact clients in order to assist with chargeback support
Respond to customer inquiries regarding general chargeback questions
Work with the Chargebacks team to review and understand the reasons behind chargeback rulings
Assist with updates of existing or new chargeback standard operational procedures
Collaborate with cross-functional teams including Product, Technology, Finance, Customer Support, InfoSec, and Compliance teams to help deliver and operate new chargeback products and processes
Act as an escalation point for the Customer Support team to investigate customer issues
Qualification
Required
Minimum 1-2 years direct experience working at a vertical SaaS company such as Jobber, ServiceTitan, Toast, Mindbody, or Clio in a Customer Support capacity
Passion for supporting Customers by solving questions and challenges that arise while providing a first in class customer experience
A strong desire to learn about card payments, emerging payment solutions, bank products and their related dispute processes
You have an inquisitive ability to find out 'why' things are occurring with the determination of task completion with a high level of quality
You act as a partner who can work cross-functionally with Payment Operations, Customer Success, Product and Financial teams across the company
You have a data-driven mindset and are analytical with the desire and ability to dig into metrics to derive insights and drive decisions
Ability to work in a fast paced environment and maintain a very high attention to detail
Good judgment and demonstrated sound decision-making skills, with a proactive approach to problem-solving
Strong organizational and time management skills with the ability to adapt to change in a high-growth business environment and work independently
Demonstrated strong interpersonal and communication skills, both written and oral
Preferred
Direct Fintech or card network experience
Knowledge of card networks and the chargebacks process end to end
Familiarity with risk-based transaction monitoring systems is a plus
Experience working with Salesforce, Zendesk, Stripe and Stripe Radar, Seon, Sift, Trulioo or similar
Experience in coding languages, such as SQL or python
Benefits
Top-tier health benefits, dental, and vision insurance
Flexible time off policy, with an encouraged 20 days off per year.
EAP benefits for you and household members, including counseling and online resources
401k matching and Child Education Savings
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Company
Clio
Clio provides cloud-based legal practice management software, helping law firms manage cases, billing, and client relationships.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$2.14BKey Investors
New Enterprise AssociatesBessemer Venture PartnersActon Capital
2025-11-10Series G· $500M
2025-11-10Debt Financing· $350M
2024-07-23Series F· $900M
Leadership Team
Jack Newton
CEO and Founder
Jonathan Watson
Chief Technology Officer
Recent News
Calgary Herald
2026-01-08
Canada NewsWire
2025-12-16
Company data provided by crunchbase