Customer Experience Specialist – Customer Support, Chargeback Resolution

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take complete ownership of the dispute processing for the Mexico market from start to finish — this is the primary focus of the role.

• Manage domestic chargeback cases by utilizing your extensive knowledge of PROSA and Visa dispute procedures, ensuring resolutions are accurate and timely.

• Address international chargeback cases through collaboration with card networks, international acquirers, and internal teams, ensuring that disputes are documented, escalated, and resolved in accordance with global scheme rules and timelines.

• Act as a primary point of contact for B2B clients via non-voice channels (email, chat, ticketing), clearly and patiently explaining dispute requirements, outcomes, and processes — clients will vary from experienced risk teams to those who are less familiar with the procedure.

• Work closely with internal global operations and CX teams to escalate feedback, identify issues, and contribute to the ongoing improvement of our dispute handling processes at scale.

• Function effectively within established workflows using internal tools, consistently meeting or surpassing key performance metrics.

• Stay informed about products, services, payment regulations, and industry trends; contribute to internal knowledge resources to enhance cross-team capabilities.

• Fully own your responsibilities with minimal supervision — proactively identifying problems and driving them to resolution independently.

⛳️ Requirements

• Proficient in business-level Spanish and English, with excellent written communication skills in both languages.

• 3–5 years of experience in a senior support or specialist capacity within financial services or a technology company.

• Proven hands-on experience in processing domestic chargebacks, with a strong understanding of PROSA (Mexico's domestic dispute framework) and Visa dispute procedures.

• Demonstrated experience in managing client communications solely through non-voice channels (email, chat, ticketing systems).

• B2B experience: comfortable interacting directly with risk and disputes teams at client organizations, exhibiting the patience to assist clients with varying levels of knowledge.

• Ability to operate independently and make effective decisions with minimal day-to-day oversight.

• Highly organized and detail-oriented — precision in tracking, documentation, and reporting is crucial.

• Excels in a fast-paced, dynamic, and occasionally ambiguous environment.

🏝️ Benefits

• Insurance coverage after the probation period.

• Reap Card stipend and remote setup allowance.

• Access to AI tools at work — along with the opportunity to learn, experiment, and grow with them.

• A culture that fosters innovation, inclusion, and continuous learning.