About the Role

Maya & Henry is a fast-growing DTC e-commerce jewelry brand operating across the US, UK, Canada, Australia, and New Zealand.

We are looking for an experienced Chargeback Manager to take ownership of our chargeback and payments risk operation.

This is a hands-on leadership role. You will be responsible not only for managing the function, but also for investigating complex cases, preparing evidence, handling escalations, analyzing chargeback trends, identifying root causes, and implementing strategies to reduce future disputes.

Responsibilities

- Own the end-to-end chargeback and dispute operation.
- Manage chargebacks, alerts, representment, and pre-arbitration cases.
- Investigate complex disputes and prepare strong supporting evidence.
- Monitor deadlines, backlog, escalations, and case outcomes.
- Develop and improve SOPs, workflows, and evidence templates by reason code.
- Analyze chargeback trends and identify root causes.
- Develop prevention strategies to reduce chargeback and fraud exposure.
- Track key metrics including chargeback rate, alert rate, win rate, losses, and recovered amounts.
- Analyze performance by store, MID, processor, product, courier, and dispute type.
- Coach and support chargeback/dispute analysts.
- Work cross-functionally with Customer Service, Operations, Finance, Payments, and Supply Chain.
- Communicate with payment processors and chargeback prevention providers.




- Use data and AI tools to improve investigations, reporting, and operational workflows.

Requirements

- Strong hands-on experience with chargebacks and payment disputes.
- Experience with representment, pre-arbitration, reason codes, and evidence strategy.
- Strong understanding of payment processing and e-commerce payments.
- Experience analyzing chargeback trends and implementing prevention strategies.
- Strong investigative and root-cause analysis skills.
- Experience managing or coaching chargeback/dispute analysts.
- Comfortable working with multiple processors, payment providers, and MIDs.
- Strong analytical and reporting skills.
- Proactive mindset — we are looking for someone who investigates why chargebacks are happening and what can be changed to prevent them, not someone who only processes disputes.
- Strong written and verbal English communication skills.

Preferred Experience

Experience with any of the following is a plus:

Ethoca, Verifi CDRN/RDR, 3D Secure, Authorize.net, Chargemont, Elevate, MacPayments, Onerway, Whop, or similar payment/fraud prevention platforms.

Experience using Claude or other AI tools for investigation, analysis, reporting, automation, or workflow improvement is also highly valued.

Position Details

Remote

Full-time

E-commerce / Payments / Chargebacks

📌 Chargeback And Payments Risk Consultant (Ciudad de México)
🏢 M&H
📍 Ciudad de México