Payment Support Specialist

Summary

Join Jackpot's growing team as a Payment Support Specialist, reporting to the Head of Trust & Safety. You will play a key role in protecting payment systems and ensuring a smooth customer experience. Responsibilities include analyzing chargebacks, identifying trends to reduce disputes, reviewing transactions for risk, approving fund transfers, and resolving escalated customer issues. Strong communication and attention to detail are essential. You will also assist with compliance reviews and directly interact with customers. This position offers a competitive salary and benefits package.

Requirements

• 1-2 years of experience managing chargebacks, preferably for an eCommerce merchant
• Experience in payments or operations within a support organization
• Prior fraud or risk mitigation experience
• Experience using Zendesk
• Strong attention to detail and high degree of accuracy
• Excellent communication skills, both written and verbal
• Ability to work independently and as part of a team

Responsibilities

• Analyze chargeback cases for validity and craft responses to issuers
• Identify chargeback trends and partner with the Trust & Safety team to reduce incoming chargebacks
• Review customer transactions for risk and compliance indicators
• Approve fund transfers for customers in alignment with company policies
• Act as a subject matter expert on issues escalated by the Customer Support team
• Communicate directly with customers to resolve outstanding issues
• Assist with compliance related reviews and notifications

Benefits

• $55,000-$62,000 base salary + bonus
• Benefits on par with leading, progressive tech companies (think 100% employee-only coverage, monthly HSA contribution, etc.)
• 401k
• PTO/Sick Time
• Paid Parental Leave
• The opportunity to have a voice, say, and “leave your fingerprints” on our product and business
• A culture of trust and accountability