Chargebacks Associate

About Poshmark

Poshmark is the leading fashion marketplace where style comes alive through discovery, self-expression, and human connection. Powered by a vibrant community of 165 million members, Poshmark brings real people and taste to shopping through a social experience shaped by shared discovery. Buying and selling fashion feels simple, joyful, and personal, while every item tells its own story. Poshmark empowers sellers to grow meaningful businesses, keeps fashion in circulation longer, and gives shoppers access to unique and trusted finds, from everyday pieces to one-of-a-kind vintage and luxury.

Do you thrive on investigation, pattern recognition, and protecting both customers and the business from financial loss? We are looking for a meticulous and analytically driven Chargebacks Analyst to join our Payment Operations team. In this role, you will own the full chargeback and dispute lifecycle — from initial retrieval requests through representation— working directly with card networks, acquiring banks, and internal stakeholders to recover revenue and minimize losses. Beyond dispute resolution, you will play a key role in identifying fraud trends, strengthening our prevention posture, and building scalable processes that protect the integrity of our payments ecosystem. This is an entry-level position with significant growth potential for candidates who combine curiosity with operational rigor.

KEY RESPONSIBILITIES

Dispute & Chargeback Management

• Own the end-to-end chargeback lifecycle across all card networks (Visa, Mastercard, Amex, Discover & PayPal) including retrieval requests, first chargebacks and second chargebacks.

• Prepare and submit timely, evidence-backed representment packages to maximize win rates and recover revenue on behalf of the business.

• Respond to retrieval requests and fulfillment inquiries within network-mandated timeframes to prevent automatic losses.

• Triage incoming disputes by reason code, dispute stage, and financial exposure to prioritize caseload effectively.

• Track and manage all open cases within the platform, ensuring no case ages past its response deadline.

• Analyze dispute outcomes to identify patterns in win/loss rates and refine representment strategies accordingly.

Fraud Investigation & Loss Prevention

• Investigate True Fraud, first-party misuse, and policy abuse patterns surfaced through chargeback filings and user behavior signals.

• Collaborate with the Risk and Trust & Safety teams to take enforcement actions on confirmed fraudulent accounts including blocks, account restrictions, and fund holds.

• Flag high-frequency or high-value dispute clusters to leadership as potential coordinated fraud or network-level compromise events.

• Support pre-emptive refund decisions where accepting a dispute is more cost-effective than representment, balancing recovery goals with operational efficiency.

• Maintain detailed case notes and fraud intelligence logs to support pattern analysis and future investigations.

Process Improvement & Cross-Functional Collaboration

• Contribute to the development and maintenance of chargeback SOPs, decision trees, and representment templates.

• Partner with Engineering to surface friction points in the buyer and seller experience that contribute to dispute volumes.

• Provide operational input during payment processor or chargeback tool evaluations and onboarding.

• Collaborate with Customers to resolve escalated user-facing dispute queries and communicate expected resolution timelines.

• Proactively share chargeback trend intelligence with Fraud & Risk and Leadership to inform strategic decisions.

PERFORMANCE MILESTONES

Within 6 Months

• Develop a thorough understanding of chargeback reason codes, dispute stages, and card network rules across Visa, Mastercard, Amex, PayPal and Discover.

• Independently manage a full caseload of disputes end-to-end with minimal supervisory oversight.

• Build proficiency with the chargeback management platform and back-office tools to execute account and order-level actions.

• Meet or exceed defined SLA targets for response timeliness, representment submission, and case closure rates.

• Proactively surface identified fraud patterns, dispute trends, and risks to the broader team.

Within 12+ Months

• Exceed all 6-month benchmarks and responsibilities.

• Lead or contribute to at least two process improvement initiatives that measurably reduce dispute volume or improve win rates.

• Develop deep expertise in one or more dispute categories (e.g.retrieval requests, first chargebacks and second chargebacks).

• Own ongoing reporting cycles and proactively identify insights that drive operational and strategic decisions.

REQUIREMENTS

Experience & Education

• 1–3 years of experience in chargeback operations, dispute resolution, payment operations, or a related financial services role. Freshers with strong analytical aptitude are encouraged to apply.

• Familiarity with card network dispute frameworks (Visa Claims Resolution, Mastercard Dispute Resolution, Amex Dispute Management) is a strong advantage.

• Experience using chargeback or dispute management platforms (Chargebacks911, Midigator, Verifi, Ethoca, or processor-native tools) preferred.

• Prior exposure to fraud investigation workflows or e-commerce risk operations is beneficial.

Skills & Competencies

• Exceptional attention to detail — accuracy in case documentation and financial reconciliation is non-negotiable in this role.

• Strong analytical and investigative mindset with the ability to connect disparate data points into a coherent fraud or dispute narrative.

• Excellent written communication skills; able to draft clear, compelling representment arguments and partner-facing correspondence.

• Highly organized with the ability to manage a high-volume caseload under strict deadline pressure.

• Customer-first mindset with empathy for users navigating frustrating payment disputes.

• Collaborative team player who actively contributes knowledge and takes initiative beyond the immediate scope of assigned cases.

• Comfortable working with spreadsheets and interpreting processor statements, reconciliation reports, and chargeback dashboards.

Nice to Have

• Basic SQL or data querying skills for independent transaction-level investigation and reporting.

• Exposure to marketplace or platform business models where buyer-seller disputes are a primary chargeback driver.