Customer Retention Analyst – Refunds and Chargebacks

H&W Publishing

. Manage inquiries related to purchases, charges, subscriptions, cancellations, refunds, and deliveries.

Posted 11/6/2026contractRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support operations, particularly in managing inquiries related to digital payments, chargebacks, and refunds. Proficient in data analysis and process documentation, with a strong focus on improving workflows and compliance initiatives.

Highest-signal resume keywords

Customer Support ExperienceDigital Payments KnowledgeData Analysis ProficiencyProcess Documentation SkillsExperience with CRM Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProcess DocumentationChargeback AvoidanceSOP CreationCustomer Service OperationsTicket ManagementRefund ManagementMetrics AnalysisOperational ComplianceAffiliate Marketing Knowledge

Soft Skills

Strong Communication SkillsProblem-Solving AbilityOrganizational Skills

Tools & Technologies

ExcelGoogle SheetsPower BILooker StudioCrispZendeskIntercomGorgiasAI ToolsChatGPT

Industry Keywords

E-CommerceDigital CompaniesSubscriptionsChargebacksDirect Response Marketing

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Flexible working hours
Career development plan