Own disputes processing for the Mexico market end-to-end — this is the core of the role
Handle domestic chargeback cases using your deep knowledge of PROSA and Visa dispute procedures, ensuring accurate, timely resolution
Handle international chargeback cases by coordinating with card networks, international acquirers, and internal teams, ensuring disputes are documented, escalated, and resolved in line with global scheme rules and timelines
Serve as a direct point of contact for B2B clients via non-voice channels (email, chat, ticketing), explaining dispute requirements, outcomes, and processes with clarity and patience — clients range from sophisticated risk teams to those newer to the process
Collaborate closely with internal global operations and CX teams to escalate feedback, surface issues, and contribute to continuously improving how we handle disputes at scale
Operate efficiently within defined workflows using internal tools, consistently meeting or exceeding key performance metrics
Stay current on products, services, payment regulations, and industry trends; contribute to internal knowledge resources to support cross-team capability
Take full ownership of your work with minimal supervision — proactively identifying issues and driving them to resolution independently

Business-level Spanish and English, with strong written communication skills in both languages
3–5 years in a senior support or specialist role within financial services or a technology company
Demonstrated, hands-on experience processing domestic chargebacks, with strong familiarity with PROSA (Mexico's domestic dispute framework) and Visa dispute procedures
Proven experience managing client communications exclusively through non-voice channels (email, chat, ticketing systems)
B2B experience: comfortable working directly with risk and disputes teams at client companies, with the patience to guide clients of varying knowledge levels
Ability to work independently and make sound decisions with minimal day-to-day supervision
Organised and detail-oriented — accuracy in tracking, documentation, and reporting is essential
Thrives in a fast-paced, dynamic, and sometimes ambiguous environment

Insurance coverage after probation
Reap Card stipend and remote setup allowance
Use of AI tools at work — and the space to learn, experiment, and grow with them
A culture of innovation, inclusion, and continuous learning

Customer Experience Specialist – Customer Support, Chargeback Resolution

Key skills