We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

We are seeking a highly motivated and resourceful individual to join the Square Card Risk Team. The Square Card Risk team provides highly technical support to cardholders who are initiating a transaction(s) claim on a Square Card also known as chargeback. In this role you will analyze transactions and chargeback patterns and communicate with sellers in cases where additional information is required. You will complete detailed case analysis, track and monitor our win rates, and work directly with sellers to assist them through the chargeback process and ultimate outcome. Additionally, you will collaborate cross functionally, surfacing anomalies and process improvements to internal and external operations teams, data analysts and engineers. We're looking for candidates with a strong sense of curiosity, supportive nature, go-getter attitude, and demonstrate a strong aptitude for problem solving. 

You will:

• Process, monitor, evaluate, and respond to cardholder claims

• Research and compile evidence to validate transactions

• Complete chargeback investigations

• Escalate complex cases for guidance/assistance as necessary

• Maintain or exceed established service level agreements and guidelines for timely resolution of reported claim status to minimize potential losses

• Effectively manage customer inquiries via email using a CRM tool

• Advocate for customers by identifying trends, issues and suggesting improvements to processes, policies and products

• Effectively communicate with customers, internal and external parties to ensure all SLAs are achieved

• Identify, document and escalate bugs to engineers and external partners 

• Manage end-to-end processes and ensure on-time delivery of critical initiatives

• Work cross functionally with Product, Program Managers, all Risk teams, Customer Success, Counsel, Analysts and Engineers within Square

• Build your knowledge of risk at Square, and the broader payments industry

• Bring an inclusive, thoughtful attitude committed to creative problem solving and getting things done

• BA/BS degree or equivalent practical experience

• Solid understanding of the chargeback process end-to-end

• Flexible curious nature, comfortable with rapid change

• Strong organizational, written and verbal communication skills

• A metrics-driven work style that leverages data to make informed decisions

• Superb attention to detail

• Excellent time-management skills

• Ability to quickly grasp concepts and ideas and thrive in an energizing environment

• A desire to help people and improve the customer experience

• A passion for Square and strong interest in technology / knowledge of the industry

• Disciplined and able to work independently within a distributed workforce team 

Even better:

• Previous experience with payment dispute processing or transaction review from a card issuer perspective

• Analytics experience and/or Looker, SQL proficiency

This is a full-time (40/hr week) position

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.