Company Description Fraud Deflect aims to revolutionize Friendly Fraud and Chargeback Management by bringing Trust, Integrity, and Transparency to an industry known for its opaque practices. We strive to eliminate the 'tricks of the trade' and provide clear solutions to our clients. Please send your Resume in English ONLY. Resumes in Brazilian Portuguese will not be reviewed. ALL interviews will be in English. Role Description This is a contract remote role for a Chargeback Customer Service Manager at Fraud Deflect. The Chargeback Customer Service Manager will have at least 3 years of experience as a Manager. Be responsible for managing day-to-day chargeback operations, perform quality controls and monitoring production KPIs, analyze fraud trends, working with cross-functional teams to prevent chargebacks, and implementing chargeback dispute strategies. Responsibilities: Lead, motivate, and support the team within a time-sensitive and demanding environment, including career development plans for direct reports and problem resolution Manage data collection for the updating of metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service Partner with cross-functional teams to improve proprietary tools and systems Work closely with Direct Manager team to ensure that activities remain compliant Perform quality controls and monitoring production KPIs Oversee training materials Conduct budget reviews and report cost plans to upper management Requirements: 3 or more years of proven success in Chargeback Customer Service Management and Dispute Resolution Must have understanding of technical and financial aspects of VISA/Verifi and Mastercard/Ethoca tools and alert process Previous e-commerce fraud prevention, investigation or retail fraud prevention experience with track record of successfully managing and working with Chargebacks Strong oral and written communication skills in both Brazilian Portuguese and English Must possess excellent communication skills and be detailed oriented Presentation skills + ability to create presentation in Slides Self-starter with the ability to work under pressure independently and as part of a team Ability to think strategically and act proactively to create strong trust and confidence with business units Native or Fluent in both Brazilian Portuguese and English