Chargeback Analyst

viagogo is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through viagogo internationally and StubHub, our platform in North America, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available to events around the world annually -- from sports to music, comedy to dance, festivals to theater -- viagogo offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences.

StubHub is the world's largest ticket marketplace, enabling fans to buy and sell tickets to tens of thousands of sports, concerts, theater, and other live entertainment events. StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation. Our unique online marketplace, dedicated solely to tickets, provides all fans with the choice to buy or sell their tickets in a safe, convenient, and highly reliable environment. All transactions are processed and delivered by StubHub and backed by our FanProtect ™Guarantee.

At StubHub, our mission is to bring the enjoyment of live to fans globally. We’re the world's largest ticket marketplace, and we make sure that the events where you want to be are never sold out.

The Role

Review and manage payment disputes in an AI-assisted workflow. Apply practical chargeback knowledge to assess each claim, verify the facts and evidence assembled by automation, and shape a clear, accurate response with the strongest support for the case. Correct issues in the individual dispute, and identify recurring gaps that should lead to lasting improvements across the dispute process.

What You'll Do:

- Assess fraud and non-fraud disputes against the applicable reason code, payment-network or alternative payment method rules, evidence requirements, eligibility criteria and deadlines. Determine whether the evidence supports accepting or contesting each dispute, and flag cases that need escalation.

- Investigate disputed transactions and review AI-prepared case summaries, evidence and recommended actions. Check that the transaction details, customer history, documents and applicable rules support the proposed response; identify missing, inconsistent or irrelevant information before submission.

- Build persuasive, evidence-based dispute responses. Select the records that directly address the cardholder's claim, explain how each item supports the case, and tailor the response to the reason code and applicable requirements.

- Execute dispute responses and related pre-arbitration or pre-compliance submissions in dispute-management systems. Track each case through resolution and meet network, processor and internal deadlines.

- Coordinate with customers, issuing banks, merchants, networks and internal partners to obtain or clarify information needed to resolve a dispute.

- Maintain complete, accurate case records, including the claim, decision rationale, evidence reviewed, changes made to AI-generated content, communications, submission dates and outcome.

- Use approved AI and automation tools to research disputes, retrieve and organize evidence, and prepare draft responses. Independently verify facts, source documents, rule references and written claims; edit or reject unsupported, inaccurate or incomplete output before it is used.

- Resolve quality issues in the individual case where authorized, including correcting evidence selection, case details, rule mapping or response language. Record the issue and its cause so the team can distinguish a one-time correction from a recurring process problem.

- Review dispute outcomes, representment results and rejection reasons to understand what is working and where response quality can improve. Apply validated learnings to future cases and dispute guidance.

- Spot repeat issues across disputes, such as missing data, weak evidence retrieval, incorrect cl