Senior Chargeback Specialist

Join to apply for the Senior Chargeback Specialist role at Reverb

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician‑focused e‑commerce tools, a music‑savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace” by the Chicago Tribune.

The Senior Chargeback Specialist is a key driver of financial integrity within the Trust & Safety department. This role is responsible for minimizing financial loss and maximizing operational efficiency across the dispute lifecycle. This is a strategic individual contributor position that balances effective execution with the pursuit of bottom‑line optimization. You will not only resolve complex disputes but also identify systemic improvements to reduce the total cost of fraud and chargebacks.

The ideal candidate is an agile and data‑driven problem solver who understands that effective risk management is a balance of protecting revenue, optimizing operations, and preserving the customer experience.

This is a full‑time, hybrid position reporting to the Director, Trust and Safety team. Hybrid team members are expected to work from our Chicago office 1‑3 times per week, depending on team norms.

• 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 Task Us 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.

• Financial & Risk Expertise:
  Deep subject matter expertise in chargeback dispute resolution, processor rules and regulations, and payment processing within the e‑commerce industry.
• Analytical Rigor:
  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.
• Leadership &
  
  Coaching:
  
  Experience mentoring or coaching peers or BPO partners, with a focus on delivering methodical results and maintaining operational continuity.
• Strategic Problem Solving:
  Ab…