Job Description

We're looking for a self-motivated Business Analyst who takes ownership and thinks commercially. You'll be the analytical partner to our client-facing teams. You'll dig into merchant chargeback data to explain performance, find room to improve, and turn what you find into actions that raise recovery for our clients.

You'll work closely with Solution Engineers, Customer Success, and Sales, and with Product and R&D as needed. You'll support live clients throughout their lifecycle, from performance reviews and ongoing optimization to executive-level business reviews.

The role mixes hands-on data analysis with business work that calls for a deep understanding of the chargeback and payments domain.

Responsibilities:

• Analyze merchant chargeback performance (recovery rate, win rate, volumes, trends) and explain what's driving changes.
• Break down performance by PSP, card scheme, reason code and dispute type to find gaps and improvement opportunities.
• Identify and drive optimizations, such as data enrichment gaps, evidence and argument improvements, and fight/don't-fight strategy. Measure their impact.
• Prepare data-driven QBRs/EBRs and client-facing performance reports with the CSM and SE teams.
• Build and maintain dashboards and recurring reports that track client health and key commercial metrics.
• Run root-cause analysis when performance drops and recommend clear next steps.
• Spot upsell and expansion opportunities from client data, such as pre-dispute alerts and new coverage.
• Act as a subject matter expert on chargeback rules, scheme regulations and dispute processes.
• Turn recurring client needs into structured feedback and requirements for Product.
• Present findings and recommendations clearly to internal stakeholders and clients.

Requirements

• Degree in Industrial Engineering, Economics, Mathematics, Statistics, or another quantitative field. A master's degree is an advantage.
• 3–5+ years of experience as a business, data or commercial analyst, ideally in a client-facing or B2B environment.
• Advanced SQL.
• Proficiency with BI/analytics tools (e.g., Tableau).
• Experience with Python for data analysis is an advantage.
• Strong business sense, with the ability to connect data to commercial outcomes and client value.
• Excellent communication skills, comfortable presenting insights to clients and senior stakeholders.
• Experience in a customer-facing analytics role (e.g., supporting CS/AM, preparing business reviews) is an advantage.
• Understanding of chargebacks, payments, PSPs or fraud prevention in fintech or e-commerce is an advantage.