Key Skills

Job Description

Chargeback Specialist About Guzco Guzco builds the infrastructure e-commerce merchants use to detect, prevent and resolve fraud, chargebacks and payment disputes before they become financial losses. Every payment method, card network and acquirer has its own evidence requirements, formats and deadlines. A Visa fraud claim, a Mastercard "goods not received" case and an Amex dispute each follow a different rulebook. Most merchants write these losses off, not because the cases can't be won, but because responding correctly at volume is impossible by hand. We connect directly to payment providers, shop platforms, carriers and returns systems, turn fragmented order data into structured evidence, and file representments automatically inside each provider's deadline. Guzco is backed by investors with deep payment and e-commerce knowledge, works with merchants across multiple markets, and is based in the centre of Amsterdam. About the role As our Chargeback Specialist, you are the credit card dispute expert in the company. You have stood in the mud yourself: years of handling card chargebacks on the merchant side, case by case, so you know exactly how it works from that side of the table. What the acquirer sends you, what a Visa or Mastercard reason code really asks for, which evidence wins and which evidence is a waste of a deadline. This is a senior specialist role. You turn what you know into the rules, templates and decisions our product runs on, and you make sure every card case we file is one we can stand behind. Your expertise gets applied at a scale no single merchant team can reach. Concretely, you will: Own Guzco's card dispute playbook for Visa, Mastercard and Amex: reason codes, evidence requirements, time limits and every dispute stage from first chargeback through pre-arbitration and arbitration. Work complex and high-value card cases yourself, and decide when a case is worth fighting and when it is not. Translate card network rules into evidence logic and templates together with our engineers, so that what you know gets filed automatically. Review the quality of filed card cases and be the go-to expert for our dispute analysts when a case doesn't fit the template. Keep us ahead of network rule changes such as Visa Compelling Evidence 3.0 and the Visa and Mastercard monitoring programs, and turn them into product and process changes. Analyse win and loss patterns per merchant, reason code, acquirer and issuer, and advise merchants on what to change upstream to prevent card disputes. Work directly with merchants and acquirers on escalations, onboarding and the occasional difficult case. About you At least 5 years of hands-on experience handling credit card chargebacks on the merchant side, in-house at an e-commerce business, at a PSP or acquirer working with merchants, or at a chargeback management provider. Deep working knowledge of Visa and Mastercard dispute rules: reason codes, dispute stages, time limits and what compelling evidence looks like per category. Amex experience is a plus. You have built hundreds of card representments yourself and can explain why a case was won or lost. A solid understanding of how card payments work end to end: authorisation, 3D Secure and liability shift, issuer and acquirer roles. Experience with acquirer and PSP dispute portals such as Adyen, Stripe, Checkout.com or Worldpay. Analytical: comfortable working with dispute data in spreadsheets or SQL to find patterns and measure win rates. You can turn what is in your head into playbooks and checklists that others can follow. Precise and structured under deadline pressure. A missed window is a lost case and money out the door. Able to explain complex rules simply, to engineers, merchants and colleagues without a payments background. Fluent in English, written and spoken. Nice to have Experience with card dispute prevention tools such as Ethoca Alerts, Verifi CDRN and Visa RDR. Experience with card fraud tooling and fraud rules. Experience in a high-volume e-commerce vertical such as fashion, electronics or travel. Experience training or coaching dispute analysts. Dutch, German or another European language. Certification such as CCP (Certified Chargeback Professional) or equivalent. Why Guzco We are a small team solving a problem that is unglamorous, expensive and genuinely hard. If you have spent years fighting chargebacks one case at a time, this is where your knowledge gets multiplied across every merchant we work with. What we value: Ownership: You set your own goals, make the calls in your domain, and see the direct financial impact of your work on our customers. Craft: Pragmatic over perfect, but never careless. We are handling other people's money and other people's data. Ambition: You will be surrounded by people who set high standards for themselves and each other, and who treat obstacles as the work rather than as bad luck. In addition, we offer: A market-rate salary and meaningful equity. Direct impact on product, company and culture at a stage where all three are still being decided. An office in the centre of Amsterdam, and a team that actually likes being there. Yearly offsite with the team. 25 vacation days per year. Learning and development budget. You will be based in Amsterdam and work from the office most of the week. Our interview process Our process is designed to assess mutual fit across expertise, judgment and values. It typically includes the following steps: Intro call: A short conversation about your motivation, the disputes you have handled and initial fit for the role. Case assessment: You work through a set of real, anonymised credit card chargeback cases. Which would you fight, with what evidence, and why. Onsite meeting: You meet our analysts and team members across ops and engineering to explore how you would work together day to day. Final conversation: A discussion about scope, compensation, expectations and long-term alignment.

Core Responsibilities

Own the card dispute playbook for Visa, Mastercard, and Amex; handle complex cases, assess evidence and case viability, and ensure filed representments meet network rules and deadlines. Translate dispute rules into automated product logic, review case quality, analyze outcomes, advise merchants on prevention, and manage escalations with merchants and acquirers.

Requirements

Requires at least five years of hands-on merchant-side credit card chargeback experience, deep knowledge of Visa and Mastercard rules and dispute stages, and experience preparing hundreds of representments. Candidates should understand end-to-end card payments, be comfortable with dispute portals and spreadsheet or SQL analysis, and communicate complex rules clearly in fluent English.

Benefits

• Market-Rate Salary
• Equity
• 25 Vacation Days
• Learning And Development Budget
• Yearly Team Offsite