Customer Retention Analyst – Refunds and Chargebacks

Job not on LinkedIn

🔥 1 hour ago

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🔄 Customer Retention Specialist

👻 Ghost score 17%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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H&W Publishing

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

🤝 B2B

Marketing • B2B

H&W Publishing is a U. S. -based holding company focused on direct-response marketing. It describes itself as an innovative holding that specializes in marketing de resposta direta (direct response marketing) and is listed on LinkedIn under Marketing Services. H&W Publishing likely manages or invests in marketing businesses and provides services centered on performance-driven, response-oriented campaigns for clients.

📋 Description

• Manage inquiries related to purchases, charges, subscriptions, cancellations, refunds, and deliveries. • Identify legitimate refund avoidance opportunities by offering retention alternatives. • Monitor disputes and chargebacks, preparing evidence and tracking deadlines and outcomes. • Analyze win rates, loss rates, and recurring dispute causes, proposing preventive actions. • Handle, triage, and prioritize affiliate requests based on urgency and business impact. • Identify complaint patterns by product, offer, affiliate, and MID, supporting compliance initiatives. • Document processes, create SOPs, and maintain the knowledge base. • Develop an understanding of the business, platforms, and operational workflows within the first 30 days. • Improve triage and escalation workflows and support SLA definition within 60 days. • Build department reports and a prevention and automation plan to reduce refunds and chargebacks within 90 days.

🎯 Requirements

• Experience in Customer Support or customer service operations, preferably with digital companies or e-commerce businesses. • Experience managing tickets through customer service and CRM platforms. • Knowledge of digital payments, including subscriptions, refunds, and chargebacks. • Proficiency in Excel or Google Sheets, including pivot tables, formulas, and data analysis. • Ability to analyze metrics and propose improvements. • Experience documenting processes, creating SOPs, and working with SLAs. • Familiarity with AI and automation. • Strong written and verbal communication skills. • Intermediate or advanced English proficiency. • Experience with Direct Response, affiliate marketing, or subscription-based business models. • Knowledge of Whop, WealthPay, Stripe, or PayPal. • Experience with representment and chargeback avoidance. • Experience with Crisp, Zendesk, Intercom, or Gorgias. • Experience with Power BI, Looker Studio, or dashboards. • Familiarity with operational compliance and MID-level metrics. • Experience using AI tools, such as ChatGPT, Claude, and AI agents, in customer service workflows. • Advanced or fluent English proficiency.

🏖️ Benefits

• Flexible working hours • Career development plan

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