Chargeback Analyst – Remote (Nigeria, Ghana, South Africa)

 

Job Title: Chargeback Analyst
Location: Remote (Candidates must be based in Nigeria, Ghana, or South Africa)
Employment Type: Full-time

About Paystack

Paystack is on a mission to accelerate digital payments across Africa. With over 200,000 businesses using our platform—including MTN, Burger King, UPS, PiggyVest, and Air Peace—we are reshaping how businesses collect payments across Nigeria, Ghana, South Africa, and Kenya. As a Stripe company, we continue to innovate in payment solutions, offering seamless transactions, automated chargebacks, and advanced payment dispute systems.

About the Chargeback Analyst Role

As a Chargeback Analyst, you will play a crucial role in resolving payment disputes, ensuring that merchants and customers receive fair and timely resolutions. You will act as an intermediary between merchants, customers, and financial institutions, managing chargeback requests, processing refunds, and improving Paystack’s dispute-handling systems. This role requires strong analytical skills, attention to detail, and a passion for customer support.

This is a remote-friendly role, reporting directly to the Customer Success Manager for Dispute Operations.

Key Responsibilities

Dispute Resolution & Chargeback Management

• Process and resolve chargeback requests within Paystack’s service-level agreements (SLAs).

• Act as a liaison between merchants, customers, and banks to ensure fair resolutions.

• Oversee the end-to-end refund process, ensuring accuracy and efficiency.

• Analyze and investigate disputed transactions, gathering evidence to support merchants in contesting chargebacks.

Stakeholder Collaboration & Customer Support

• Provide email and phone support to merchants and financial partners regarding chargeback-related inquiries.

• Work closely with Revenue and Developer Relations teams to help merchants optimize their payment structures and reduce dispute rates.

• Educate merchants on best practices for fraud prevention, payment security, and dispute resolution.

Data Analytics & Process Improvement

• Utilize Excel, Google Sheets, Metabase, Tableau, and SQL to analyze chargeback trends and recommend solutions to minimize disputes.

• Work with Product and Engineering teams to enhance Paystack’s Merchant Dashboard and dispute resolution tools.

• Identify and implement process improvements to streamline the chargeback management system.

Compliance & Risk Management

• Ensure that Paystack complies with card network rules, Central Bank regulations, and payment industry standards.

• Stay up to date with evolving chargeback regulations and fraud prevention strategies.

Who We're Looking For

You’ll thrive in this role if you:

• Have 2+ years of experience in a chargeback operations role.

• Have in-depth knowledge of card network rules, payment disputes, and fraud prevention strategies.

• Are an excellent communicator with strong writing skills to simplify complex concepts for merchants.

• Have strong analytical skills and can interpret chargeback data to improve dispute resolution processes.

• Are detail-oriented and able to multitask in a fast-paced environment.

• Are proactive in identifying system improvements and customer pain points.

• Embody servant leadership, with a passion for helping businesses grow sustainably.

How to Apply

Deadline: March 28, 2025, at 11:59 PM WAT

1. Click "Apply Now" to fill out the application form.

2. Submit a cover letter that clearly explains why you’re uniquely suited for this role. Avoid summarizing your CV—share how your skills, experience, and passion make you the best fit.

3. Expect an email update within a week regarding the next steps.

Join Paystack and be part of a team that is shaping the future of digital payments in Africa!