Customer Support Tier II (Chargebacks and Disputes Support)

Why Choose to Work with Us?

At Social Catfish (Driven IO), you'll have the opportunity to join a dynamic and innovative company that's on a rapid growth trajectory. We offer competitive compensation and a comprehensive benefits package, along with numerous opportunities for career advancement and professional development. Our collaborative work environment values, creativity and excellence, ensuring that each team member has the chance to thrive and contribute meaningfully. Join us in our mission-driven company, dedicated to revolutionizing online safety and engagement, and make a significant impact in a rapidly growing industry.

About Our Company

Social Catfish is a revolutionary startup based in the US, named one of Inc. Magazine's Fastest-Growing Companies in 2021. We are dedicated to changing the way people meet and protect themselves online using public data. As a fast-growing and dynamic company, we value hard work, collaboration, and innovative thinking. Join our team and be part of a company that offers great benefits, a supportive team, and ample room for growth.

Position Overview:

We are looking for a skilled problem solver to join our team as a Customer Support Representative Tier II (CSR II).

We need an enthusiastic individual who can listen to customer concerns and then offer a unique and innovative solution to each problem. This role also involves assisting with disputes, chargebacks, and inquiries related to Verifi, PayPal, and Braintree.

The ideal candidate will have a solid understanding of the company products and services, a strong background in customer support, refunds, fraud prevention, and effective communication. You will be responsible for providing detailed evidence for various cases, generating comprehensive reports, and improving win rates for chargeback cases.

Requirements:

• Must be 18 years of age or older
• High school diploma/GED required
• Prior customer service experience (1 year minimum) and chargeback specialist experience (1 year)
• Excellent verbal and written communication skills
• Ability to remain professional and courteous with customers at all times
• Strong command of customer service policies and product knowledge
• Proficiency in providing different types of evidence for each case scenario
• Strong Excel or Google Sheets skills
• Familiarity with CRMs (Freshdesk is a plus)
• Understanding of fraud detection and prevention

Responsibilities:

• Answer incoming customer calls regarding billing issues, product problems, service questions, and general client concerns
• Maintain a high level of professionalism with clients, establishing positive rapport with every caller
• Update customer information in the database during and after each call
• Manage disputes, chargebacks, and inquiries related to Verifi, PayPal, and Braintree
• Provide detailed evidence for each type of case scenario
• Generate daily/weekly reports on disputes and chargebacks
• Improve win rates for chargeback cases through strategic approaches
• Detect and prevent fraud by analyzing transaction data
• Utilize IP address lookup tools and screenshot software for investigations
• Collaborate with customer support teams to handle refunds effectively
• Maintain accurate records of all dispute-related activities
• Perform all other duties and responsibilities as required or requested in a timely and effective manner

If you have the required experience and skills to excel in this role, we encourage you to apply. Join us in our mission to provide exceptional service to our customers while ensuring the security of our transactions. Be a part of a dynamic team where your expertise will make a significant impact.

Job Type: Full-time / Part-time

Pay Range: $18.00 - $20.00 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Work setting:

• In-person
• Office

Experience:

• Chargebacks: 1 year (Required)
• Customer Service: 1 year (Required)

Ability to Commute:

• Murrieta, CA 92563 (Required)

Work Location: Murrieta, CA 92563 (In-person)

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Application Question(s):

• Have you had any experience with tools like Verifi, PayPal, and Braintree?

Experience:

• Chargeback: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $18 - $20