Chargeback Specialist

Hello! We're Teya.

Teya is a payment and software service provider, headquartered in London serving small, local businesses across Europe. Founded in 2019, we build easy to use, integrated tools that enable our members to accept payments and boost business performance.

At Teya we believe small, local businesses are the lifeblood of our communities.

We’re here because we don’t believe there’s a level playing field that gives small businesses with a fighting chance against the giants of the high street.

We’re here because we see banks and legacy service providers making things harder for them. We don’t think the best technology or the best service should be reserved for those with the biggest headquarters.

We’re here to fight for a future where small, local businesses can thrive, and to commit the same dedication they offer all of us.

Become a part of our story.

We’re looking for exceptional talent to join our mission. We offer a chance to create impact in a high-energy and connected culture, while benefiting from continuous learning opportunities, a supportive community which is proud to serve our mission, and comprehensive benefits.

The role

As a Chargeback Specialist, you'll take the front line in the fight to win back merchants' money owning acquiring chargebacks end to end across every card scheme (Visa, Mastercard, American Express, and the smaller schemes such as JCB, Diners and UnionPay). You'll size up incoming disputes, decide how hard to fight and how, build the evidence that wins them, and drive cases through the full lifecycle from first chargeback to pre-arbitration and arbitration. Every case you win is real money back in a merchant's pocket.

It's a role that sits right at the intersection of operations, fraud, and merchant experience — and you won't be a cog in a machine. As one of a small, fast-growing team, you'll have genuine ownership of your cases and a front-row seat to the impact: losses cut, money recovered, merchants made whole.

What you'll do

• Review incoming chargebacks, classify them by reason code, and determine the right course of action dispute, partially accept, or accept within scheme deadlines.

• Build and submit dispute packages in the scheme portals, assembling merchant evidence (receipts, delivery confirmation, terms and conditions, communication logs) into clear, rules-based arguments.

• Manage cases through the full dispute lifecycle: first chargeback, second presentment, pre-arbitration and arbitration, keeping case statuses accurate throughout.

• Work merchant responses that come through the ticketing queue, requesting further information where evidence is insufficient and keeping merchants informed of progress and outcomes.

• Identify and action one-sided dispute cases that can be challenged without merchant input (for example, transactions already refunded, time-barred chargebacks, or disputes against terminated fraud merchants) — to recover funds and reduce Teya's losses.

• Use data tooling surface chargebacks worth challenging, monitor case volumes, and catch gaps such as missing notifications.

• Spot patterns in why merchants receive chargebacks and feed insights back to merchants and internal teams to help prevent them.

• Contribute to monthly management information: cases worked, disputes won and lost, amounts recovered, and chargeback ratios.

• Work closely with Customer Relations, Fraud, Risk and Engineering on escalations, process improvements, and the push to revolutionise the chargeback process for smarter tooling, better solutions, and AI agents that take the grind out of disputes.

What you'll bring

• Experience in chargebacks, disputes, payments operations, fraud, or a closely related role at a payments company, acquirer, PSP, or financial institution.

• A working understanding of how card schemes operate reason codes, dispute timeframes, and the difference between fraud, consumer-dispute and processing-error chargebacks (or the appetite and aptitude to learn this quickly).

• Strong analytical judgement: you can read a case, weigh the evidence against the rules, and decide whether it's worth challenging.

• Comfort working with data, reading dashboards and reports, and ideally writing or adapting basic SQL queries to pull case information.

• Excellent written communication in English; you can explain a dispute clearly to a merchant and document a case cleanly for the schemes.

• Organisation and self-direction, chargebacks run on tight, scheme-set deadlines, and you'll manage a queue of cases at different stages at once.

• A merchant-first mindset balanced with a clear understanding of Teya's commercial and fraud-loss exposure.

Nice to have

• Direct experience with Visa, Mastercard or AMEX dispute portals and chargeback management.

• Additional European languages (our merchants are spread across several markets).

• Exposure to fraud operations, scheme monitoring programmes (e.g. Visa VAMP, Mastercard MATCH), or APP fraud / consumer-protection processes.

Teya is proud to be an equal opportunity employer.

We are committed to creating an inclusive environment where everyone regardless of race, ethnicity, gender identity or expression, sexual orientation, age, disability, religion, or background can thrive and do their best work. We believe that a diverse team leads to better ideas, stronger outcomes, and a more supportive workplace for all.

If you require any reasonable adjustments at any stage of the recruitment process whether for interviews, assessments, or other parts of the application—we encourage you to let us know. We are committed to ensuring that every candidate has a fair and accessible experience with us.