About the job

The Payment Operations Agent manages chargeback cases end-to-end, ensures accurate dispute handling, and helps protect Skillz from financial loss and fraudulent activity. This role requires strong analytical skills, detailed documentation, and expertise with payment processors and fraud-detection tools. The agent is responsible for maintaining dispute thresholds, identifying emerging fraud patterns, and ensuring high-quality case resolution within Zendesk.

If you want to build, develop, and see your impact, join Skillz and level up your Career!

Skillz, the first publicly-traded mobile eSports platform that hosts billions of casual mobile gaming tournaments for millions of players worldwide, is revolutionizing the gaming industry. By fostering social competition within games, the Skillz platform helps developers build multi-million dollar franchises by enabling real-money activity in their games and providing operational support while connecting players through fair, enjoyable, and meaningful competition.

At Skillz, we understand the thrill of achievement and the satisfaction of overcoming challenges. Want to join a team made up of alums from Apple, Amazon, Google, Microsoft, Tesla, Twitter (X), Roblox, Zynga, Samsung, Lyft, EA, Riot, Nexon, Gameskraft, PlayStation, Unity, Scopely, Tinder, Intel, Deloitte, EY, Twitch, DraftKings, Wynn Resorts and more? Learn more to see if Skillz is the right fit for your next career move!

Responsibilities 

• Manage and resolve all chargeback tickets within Zendesk, ensuring timely review, accurate documentation, and proper alignment with dispute requirements.

•  Investigate transaction histories and behavioral patterns to identify fraud trends, repeat-offender chargebacks, and chargeback abuse; escalate complex or high-risk cases.

•  Prepare and submit chargeback representments or acceptances through payment processors such as Vantiv, Braintree, PayPal, utilizing dispute tools like Ethoca.

•  Maintain meticulous evidence documentation and case reasoning to meet internal chargeback-threshold goals and processor standards.

•  Support broader payment operations by exporting reports, conducting audits, and collaborating with Payments, Fraud, and Legal teams to remediate disputes or investigate escalated cases.

Key Competencies

• Zendesk Expertise: Proficiency in navigating queues, documenting actions, managing workflows, and resolving disputes within Zendesk.

• Chargeback & Dispute Resolution: Strong understanding of dispute lifecycles, representment requirements, processor rules, and evidence best practices.

• Payment Processor Knowledge: Familiarity with Vantiv, Braintree, PayPal, and dispute-management platforms such as Ethoca.

• Fraud Analysis & Pattern Detection: Ability to spot behavioral anomalies, transactional inconsistencies, and potential fraud schemes.

• Data Reporting & Detail Orientation: Skilled at exporting, interpreting, and organizing data (Sheets/Excel), while maintaining the accuracy needed to meet KPIs and dispute thresholds.

Experience

• Minimum 1 year of direct experience managing chargebacks and payment disputes using Zendesk or similar case-management tools (required).

• Background submitting chargeback representments through processors like Vantiv and Braintree; familiarity with dispute platforms such as Ethoca is highly preferred.

• Practical fraud investigation experience, including reviewing suspicious transactions and identifying patterns of chargeback abuse.

• Demonstrated ability to consistently meet dispute thresholds, SLAs, and maintain high standards of documentation accuracy.

• Experience creating reports, interpreting dispute metrics, and working with spreadsheet tools; proficiency with Braintree Fraud Protection Advanced is a strong advantage.

Starting Compensation: $23 / Hourly 

Location: Las Vegas HQ - Onsite for 5 days per week 

Why Skillz

• Culture of Impact: Join a united team of builders, creators, innovators, and entrepreneurs driven by the desire to win. At Skillz, we create value, obsess over our product, and make a difference in the world.

• Comprehensive Benefits: Enjoy peace of mind with our comprehensive benefits package, which includes 100% coverage for medical, dental, and vision expenses for both you and your dependents. Additionally, take advantage of our 401K matching, equity incentives, pre-tax benefit options, and more.

• Wellness Support: Enhance your well-being with our array of wellness initiatives, including meditation and mental health resources, physical fitness coaching and classes, family planning assistance, health and parenting guidance, virtual therapy sessions, and more.

• Time off: We offer competitive paid time off (PTO) & company holidays, including a company-wide shutdown between Christmas and New Years, to help you recharge and pursue your passions.

• Las Vegas Headquarters: Skillz strongly believes in a five-day a week, collaborative office environment at our 36,000+ square foot headquarters. Enjoy free daily breakfast and catered lunch, snacks, a full-size gym with showers, commuter benefits, insurance, team bonding events and many more. 

• Recognized Success: Skillz has earned recognition as one of Fast Company's Most Innovative Companies, CNBC's Disruptor 50, San Francisco Business Times' Best Places to Work, Forbes' Next Billion-Dollar Startups, and the #1 fastest-growing company in America on the Inc. 5000 list, and many more.

• Development Opportunities: We hold our employees to high standards while providing them with professional growth opportunities. We operate like a startup, and encourage all of our employees to collaborate and voice feedback about our product and ways we can improve as a business. We believe in never settling, and that also pertains to your growth. 

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