Reverb · 1 day ago
Senior Chargeback Specialist
Chicago, IL
Full-time
Hybrid
Mid, Senior Level
$66K/yr - $86K/yrReverb is the largest online marketplace dedicated to buying and selling musical instruments. The Senior Chargeback Specialist will minimize financial loss and maximize operational efficiency across the dispute lifecycle, while identifying systemic improvements to reduce fraud and chargebacks.
E-CommerceMarketplaceMusicPublishing
Responsibilities
Financial Loss Mitigation: Execute the end-to-end chargeback process with a relentless focus on maximizing recovery rates. Gather compelling evidence and manage correspondence to defend against illegitimate disputes and reduce net loss aggressively
BPO Coaching & Quality Assurance: Provide daily operational guidance and performance coaching to two TaskUs BPO agents. Ensure their workflows are optimized for speed and accuracy, maintaining high-quality standards that protect Reverb’s financial interests
Operational Efficiency & Automation: Proactively identify strategic gaps and opportunities for automation and successful recovery within chargeback workflows. Streamline manual processes to reduce the cost per dispute and improve the scalability of the risk function
Root Cause Analysis & Remediation: Lead in-depth investigations into chargeback trends to identify the "why" behind dispute drivers and losses. Develop and document remediation plans to strengthen internal controls, preventing future loss and improving overall business health
Cross-Functional Strategy: Serve as a subject matter expert for Product, Engineering, and Analytics. Collaborate to ensure that chargeback impacts and inter-dependencies are surfaced to product roadmaps to enhance the efficiency of our risk infrastructure
Bottom-Line Reporting: Maintain and analyze core metrics that drive chargeback performance. Prepare retrospectives and post-mortems that translate complex dispute data into actionable business strategies focused on revenue retention and loss prevention
Knowledge Management: Ensure all SOPs and training resources are up-to-date. Act as a resource for the broader T&S team, solving complex challenges and removing obstacles that hinder team performance or financial recovery
Qualification
Required
Deep subject matter expertise in chargeback dispute resolution, processor rules and regulations, and payment processing within the e-commerce industry
Highly detail-oriented with strong analytical skills. You have a proven ability to use data to identify trends, recognize anomalies, and influence business decisions that impact the bottom line
Experience mentoring or coaching peers or BPO partners, with a focus on delivering methodical results and maintaining operational continuity
Ability to break down complex business questions and communicate actionable insights to diverse audiences, always with a focus on efficiency and integrity
High degree of autonomy in managing responsibilities and proactive communication. You are adept at balancing multiple priorities while thinking strategically and delivering results in a fast-paced environment
A quick learner who can work independently in an evolving marketplace, adapting quickly to changes in payment regulations, fraud vectors, or internal processes
Preferred
Experience with third-party fraud prevention and risk tools
Experience with Accertify Chargeback Management is not required but highly preferred
Benefits
100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
Life, AD&D, and supplemental long-and short-term disability insurance
A matching 401(k)
A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
18 weeks of gender-neutral parental leave for the birth or adoption of a child
Up to $25,000 reimbursement of adoption and/or surrogacy-related expenses
Paid sabbatical program
Annual work/life stipend
Ways to give back to your community through volunteer time off
Company
Reverb
Reverb is the largest online marketplace dedicated to buying and selling used and new musical instruments.
Founded in 2012
201-500 employees
H1B Sponsorship
Reverb has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$47MKey Investors
Summit Partners
2025-04-22Acquired
2017-08-15Series C· $15M
2015-12-03Series B· $25M
Leadership Team
Ben Stahl
Chief Executive Officer
David Mandelbrot
Strategic Advisor
Recent News
MarketScreener
2025-09-12
Digital Commerce 360
2025-09-06
GE32 Capital
2025-01-22
Company data provided by crunchbase