About Reverb

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused e-commerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We love working at Reverb because we’re making the world more musical—through our marketplace and through Reverb Gives, which provides musical instruments to youth music education programs. We were named a “Best Place to Work” by Built in Chicago and a “Top Workplace'' by the Chicago Tribune.

About the role

The Senior Chargeback Specialist is a key driver of financial integrity within the Trust & Safety department. This role is responsible for minimizing financial loss and maximizing operational efficiency across the dispute lifecycle.

This is a strategic individual contributor position that balances effective execution with the pursuit of bottom-line optimization. You will not only resolve complex disputes but also identify systemic improvements to reduce the total cost of fraud and chargebacks. The ideal candidate is an agile and data-driven problem solver who understands that effective risk management is a balance of protecting revenue, optimizing operations, and preserving the customer experience.

This is a full-time, hybrid position reporting to the Director, Trust and Safety team. Hybrid team members are expected to work from our Chicago office 1-3 times per week, depending on team norms.

Responsibilities

• Financial Loss Mitigation: Execute the end-to-end chargeback process with a relentless focus on maximizing recovery rates. Gather compelling evidence and manage correspondence to defend against illegitimate disputes and reduce net loss aggressively.
• BPO Coaching & Quality Assurance: Provide daily operational guidance and performance coaching to two TaskUs BPO agents. Ensure their workflows are optimized for speed and accuracy, maintaining high-quality standards that protect Reverb’s financial interests.
• Operational Efficiency & Automation: Proactively identify strategic gaps and opportunities for automation and successful recovery within chargeback workflows. Streamline manual processes to reduce the cost per dispute and improve the scalability of the risk function.
• Root Cause Analysis & Remediation: Lead in-depth investigations into chargeback trends to identify the "why" behind dispute drivers and losses. Develop and document remediation plans to strengthen internal controls, preventing future loss and improving overall business health.
• Cross-Functional Strategy: Serve as a subject matter expert for Product, Engineering, and Analytics. Collaborate to ensure that chargeback impacts and inter-dependencies are surfaced to product roadmaps to enhance the efficiency of our risk infrastructure.
• Bottom-Line Reporting: Maintain and analyze core metrics that drive chargeback performance. Prepare retrospectives and post-mortems that translate complex dispute data into actionable business strategies focused on revenue retention and loss prevention.
• Knowledge Management: Ensure all SOPs and training resources are up-to-date. Act as a resource for the broader T&S team, solving complex challenges and removing obstacles that hinder team performance or financial recovery

Requirements

• Financial & Risk Expertise: Deep subject matter expertise in chargeback dispute resolution, processor rules and regulations, and payment processing within the e-commerce industry.
• Analytical Rigor: Highly detail-oriented with strong analytical skills. You have a proven ability to use data to identify trends, recognize anomalies, and influence business decisions that impact the bottom line.
• Leadership & Coaching: Experience mentoring or coaching peers or BPO partners, with a focus on delivering methodical results and maintaining operational continuity.
• Strategic Problem Solving: Ability to break down complex business questions and communicate actionable insights to diverse audiences, always with a focus on efficiency and integrity.
• Technical Proficiency: Experience with third-party fraud prevention and risk tools. Experience with Accertify Chargeback Management is not required but highly preferred.
• Autonomy & Precision: High degree of autonomy in managing responsibilities and proactive communication. You are adept at balancing multiple priorities while thinking strategically and delivering results in a fast-paced environment.
• Adaptability: A quick learner who can work independently in an evolving marketplace, adapting quickly to changes in payment regulations, fraud vectors, or internal processes

Additional Information

Remote-eligible roles (as indicated in the location header of each job description) are available in all U.S. states except Alaska and Hawaii. Remote roles are currently only available within the U.S. unless otherwise specified in the specific job description.

Reverb offers a comprehensive total rewards package that combines base, bonus, and an array of benefits. Some of our key benefits include, but are not limited to, the following:

• 100% paid premiums for medical, dental, and vision coverage for the employee, spouse or domestic partner, and all eligible dependents. Medical coverage includes gender affirming care.
• Life, AD&D, and supplemental long-and short-term disability insurance
• A matching 401(k)
• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays
• Professional development and continued learning opportunities through access to mentoring, 1:1 coaching, and platforms like Skillsoft
• 18 weeks of gender-neutral parental leave for the birth or adoption of a child
• Up to $25,000 reimbursement of adoption and/or surrogacy-related expenses
• Paid sabbatical program
• Annual work/life stipend
• Ways to give back to your community through volunteer time off

At Reverb, we believe that an equitable and inclusive workplace where people from all backgrounds can come, stay and thrive makes us a more relevant and resilient company. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!