Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our clients’ needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics —combined with deep industry expertise—to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. Role Brief: We are seeking a results-driven and forward-thinking Associate Director – Business Process Improvement (BPI) to lead transformation initiatives focused on process reengineering, automation, and operational excellence. This role demands a dynamic individual with strong problem-solving skills, analytical rigor, and the ability to drive process improvement initiatives across diverse teams. The ideal candidate will have a track record in business process improvement, operational strategy, project execution, solution design, and product/process alignment. The role requires someone who can think independently, identify improvement opportunities, and translate complex challenges into scalable, data-backed solutions. Key Responsibilities:1. Process Reengineering & ExcellenceLead and deliver large-scale process transformation initiatives using Lean Six Sigma, DMAIC, and Kaizen methodologies.Perform detailed as-is/to-be process mapping using BPM tools to model, simulate, and optimize process flows.Conduct time-motion studies, activity-based costing (ABC), FMEA (Failure Mode and Effects Analysis), value stream mapping, and root cause analysis (RCA) to identify inefficiencies.Develop business cases for change initiatives, including cost-benefit analysis, effort estimates, and implementation roadmaps.Design standard operating procedures (SOPs), RACI matrices, and governance models to ensure accountability and consistency across teams.Drive initiatives to reduce Average Handling Time (AHT), improve process accuracy, and optimize resource utilization.Standardize and document processes across global teams with a focus on compliance, scalability, and automation.Promote a culture of continuous improvement and operational excellence through regular audits, benchmarking, and feedback loops.2. Automation & Efficiency EnablementIdentify automation opportunities across workflows using different tools, low-code platforms (e.g., Power Automate, Appian), and custom APIs.Understand and work with product, engineering, and IT teams on automation architecture and integration strategies.Oversee the development of BRDs and FRDs, ensuring alignment with automation best practices and operational needs.Deploy automation solutions with robust exception handling, real-time monitoring, and audit trail maintenance.Track and report on automation KPIs, including cycle time reduction, cost savings, efficiency gains, and error rate improvements.Explore and recommend intelligent automation opportunities leveraging AI/ML, OCR, NLP, and predictive analytics.3. Program & Project LeadershipManage complex, cross-functional projects end-to-end, from ideation through implementation.Define scope, develop project plans, allocate resources, mitigate risks, and track success against KPIs.Drive high-quality, on-time, and within-budget project delivery.Own transition frameworks for new client onboarding and project offboarding.4. Data Analytics & InsightsPerform advanced analysis on operational metrics, win rates, bottlenecks, and cost structures.Design and manage real-time reporting dashboards (Power BI) to support leadership decision-making.Translate analytical insights into actionable strategies that drive process enhancements and efficiency gains.5. Research & Industry IntelligenceConduct competitive benchmarking, market trend analysis, and best practices research.Participate in industry forums, webinars, and advisory groups to stay current on emerging practices and technologies.Provide thought leadership and strategic recommendations based on research insights.6. Stakeholder & Change ManagementAct as a strategic advisor and partner to leadership, presenting data-driven recommendations.Lead change management efforts including stakeholder engagement, training initiatives, and communications.Visualize and articulate complex ideas and process designs effectively to diverse audiences.7. Compliance, Risk & Audit SupportEnsure all BPI initiatives align with regulatory frameworks (GDPR, SOC, PCI) and organizational policies.Identify and proactively mitigate operational risks through control validation and process safeguards.8. Performance Reporting & MIS OversightWork with MIS and analytics teams to deliver accurate, insightful, and action-oriented reporting.Develop operational KPIs, dashboards, and trackers that measure and drive performance improvements.Ensure consistent P&V (Performance & Vulnerability) reporting for critical client engagements.Required QualificationsBachelor’s degree in Business, Operations, Engineering, Computer Science, or Analytics (MBA preferred).15–18 years of experience in process improvement, operational strategy, or analytics roles.Six Sigma (Black Belt), PMP, Agile, or RPA certifications preferred.Expertise in process modeling, automation enablement, and efficiency improvement.Proficient with Jira, Confluence, Power BI, Tableau, UiPath, and related platforms.Advanced problem-solving skills with the ability to independently lead initiatives with minimal supervision.Excellent analytical, documentation, and communication skills.Preferred AttributesExperience in fast-paced fintech, SaaS, or B2B product-led organizations.Proven experience in building scalable processes that drive operational excellence.Strong leadership presence with the ability to influence cross-functional and executive stakeholders.Familiarity with product lifecycle, agile delivery best practices Strong leadership presence with ability to influence across organizational levels.Familiarity with agile delivery, continuous improvement programs, and digital transformation initiatives.Ability to lead multiple large-scale initiatives with limited supervisionThis is a high-impact leadership role offering significant influence on enterprise operations. If you're passionate about building systems that scale, driving transformation through data and design, and elevating operational standards, this opportunity is for you.

Company Overview:Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our clients’ needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics —combined with deep industry expertise—to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. Role OverviewWe are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform.You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role.This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key ResponsibilitiesAssist merchant users in navigating the chargeback process through our platform.Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries.Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices.Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related).Escalate more complex technical issues to internal teams following standard escalation workflows.Maintain accurate and thorough documentation of client interactions and resolutions.Continuously stay updated on platform enhancements, new features, and process changes.Update and contribute to internal knowledge base resources based on new learnings.Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively.Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs)Efficient and accurate support for portal navigation and platform functionality.First-level resolution of client queries related to chargeback workflows.Timely escalation of complex issues to relevant teams.High client satisfaction through effective communication and support delivery. Qualifications & RequirementsBachelor's degree in any discipline.4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform).Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients.Ability to quickly grasp platform workflows and explain them clearly to users.Familiarity with ticketing systems and escalation workflows.Strong attention to detail, multitasking skills, and client empathy.Ability to handle pressure situations and escalations calmly and professionally.Comfortable working US daytime hours and weekends, as required. Preferred SkillsPrior experience supporting clients using technology or workflow platforms.Familiarity with chargebacks, payment disputes, or merchant-facing financial technology.Experience working in fast-paced support environments focused on customer success.

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our clients needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics combined with deep industry expertiseto deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com . Role Brief: We are seeking a results-driven and forward-thinking Associate Director Business Process Improvement (BPI) to lead transformation initiatives focused on process reengineering, automation, and operational excellence. This role demands a dynamic individual with strong problem-solving skills, analytical rigor, and the ability to drive process improvement initiatives across diverse teams. The ideal candidate will have a track record in business process improvement, operational strategy, project execution, solution design, and product/process alignment. The role requires someone who can think independently, identify improvement opportunities, and translate complex challenges into scalable, data-backed solutions. Key Responsibilities: 1. Process Reengineering & Excellence Lead and deliver large-scale process transformation initiatives using Lean Six Sigma, DMAIC, and Kaizen methodologies. Perform detailed as-is/to-be process mapping using BPM tools to model, simulate, and optimize process flows. Conduct time-motion studies, activity-based costing (ABC), FMEA (Failure Mode and Effects Analysis), value stream mapping, and root cause analysis (RCA) to identify inefficiencies. Develop business cases for change initiatives, including cost-benefit analysis, effort estimates, and implementation roadmaps. Design standard operating procedures (SOPs), RACI matrices, and governance models to ensure accountability and consistency across teams. Drive initiatives to reduce Average Handling Time (AHT), improve process accuracy, and optimize resource utilization. Standardize and document processes across global teams with a focus on compliance, scalability, and automation. Promote a culture of continuous improvement and operational excellence through regular audits, benchmarking, and feedback loops. 2. Automation & Efficiency Enablement Identify automation opportunities across workflows using different tools, low-code platforms (e.g., Power Automate, Appian), and custom APIs. Understand and work with product, engineering, and IT teams on automation architecture and integration strategies. Oversee the development of BRDs and FRDs, ensuring alignment with automation best practices and operational needs. Deploy automation solutions with robust exception handling, real-time monitoring, and audit trail maintenance. Track and report on automation KPIs, including cycle time reduction, cost savings, efficiency gains, and error rate improvements. Explore and recommend intelligent automation opportunities leveraging AI/ML, OCR, NLP, and predictive analytics. 3. Program & Project Leadership Manage complex, cross-functional projects end-to-end, from ideation through implementation. Define scope, develop project plans, allocate resources, mitigate risks, and track success against KPIs. Drive high-quality, on-time, and within-budget project delivery. Own transition frameworks for new client onboarding and project offboarding. 4. Data Analytics & Insights Perform advanced analysis on operational metrics, win rates, bottlenecks, and cost structures. Design and manage real-time reporting dashboards (Power BI) to support leadership decision-making. Translate analytical insights into actionable strategies that drive process enhancements and efficiency gains. 5. Research & Industry Intelligence Conduct competitive benchmarking, market trend analysis, and best practices research. Participate in industry forums, webinars, and advisory groups to stay current on emerging practices and technologies. Provide thought leadership and strategic recommendations based on research insights. 6. Stakeholder & Change Management Act as a strategic advisor and partner to leadership, presenting data-driven recommendations. Lead change management efforts including stakeholder engagement, training initiatives, and communications. Visualize and articulate complex ideas and process designs effectively to diverse audiences. 7. Compliance, Risk & Audit Support Ensure all BPI initiatives align with regulatory frameworks (GDPR, SOC, PCI) and organizational policies. Identify and proactively mitigate operational risks through control validation and process safeguards. 8. Performance Reporting & MIS Oversight Work with MIS and analytics teams to deliver accurate, insightful, and action-oriented reporting. Develop operational KPIs, dashboards, and trackers that measure and drive performance improvements. Ensure consistent P&V (Performance & Vulnerability) reporting for critical client engagements. Required Qualifications Bachelors degree in Business, Operations, Engineering, Computer Science, or Analytics (MBA preferred). 1518 years of experience in process improvement, operational strategy, or analytics roles. Six Sigma (Black Belt), PMP, Agile, or RPA certifications preferred. Expertise in process modeling, automation enablement, and efficiency improvement. Proficient with Jira, Confluence, Power BI, Tableau, UiPath, and related platforms. Advanced problem-solving skills with the ability to independently lead initiatives with minimal supervision. Excellent analytical, documentation, and communication skills. Preferred Attributes Experience in fast-paced fintech, SaaS, or B2B product-led organizations. Proven experience in building scalable processes that drive operational excellence. Strong leadership presence with the ability to influence cross-functional and executive stakeholders. Familiarity with product lifecycle, agile delivery best practices Strong leadership presence with ability to influence across organizational levels. Familiarity with agile delivery, continuous improvement programs, and digital transformation initiatives. Ability to lead multiple large-scale initiatives with limited supervision This is a high-impact leadership role offering significant influence on enterprise operations. If you're passionate about building systems that scale, driving transformation through data and design, and elevating operational standards, this opportunity is for you.

About the Company : Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our clients’ needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics - combined with deep industry expertise - to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. Responsibilities : Develop a pool of qualified candidates as required by the position using sourcing strategies such as passive candidate sourcing, leverage assigned sources, employ individual methodologies to source candidates via social media like Naukri, LinkedIn etc. Create and maintain strong networking relationships with stakeholders and external talent sources. Work as a key member in supporting the company’s Diversity Initiatives with a focus on networking and talent acquisition. Conduct preliminary phone interviews/screens with selected candidates to further validate skills, experience and knowledge in relation to position requirements using behavioral-based interview techniques. Execute winning TA strategy by taking information gathered from HR & the business and staying ahead of business needs to proactively search for a diverse pool of top industry talent using various recruiting methods (direct sourcing, referrals, Portals). Daily responsibilities include sourcing, Interview scheduling, Tracking and follow-up, post offer engagement employer branding activities, candidate management etc. Must be good at using any leading ATS preferably Zoho Recruit. Provide Market Intelligence report based on requirements. Good at MS- Office, Presentation. Excellent communication skills. Qualifications : Minimum 4-7 years of experience in end-to-end recruitment. Any graduate. MBA or Equivalent will be preferred. Preferred candidates from Fintech / IT / ITES / Financial Service. Required Skills : Good at using any leading ATS preferably Zoho Recruit. Good at MS- Office, Presentation. Excellent communication skills. Preferred Skills : Preferred candidates from Fintech / IT / ITES / Financial Service. Show more Show less

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our clients’ needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics —combined with deep industry expertise—to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. Role Overview We are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform. You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role. This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key Responsibilities Assist merchant users in navigating the chargeback process through our platform. Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries. Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices. Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related). Escalate more complex technical issues to internal teams following standard escalation workflows. Maintain accurate and thorough documentation of client interactions and resolutions. Continuously stay updated on platform enhancements, new features, and process changes. Update and contribute to internal knowledge base resources based on new learnings. Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively. Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs) Efficient and accurate support for portal navigation and platform functionality. First-level resolution of client queries related to chargeback workflows. Timely escalation of complex issues to relevant teams. High client satisfaction through effective communication and support delivery. Qualifications & Requirements Bachelor's degree in any discipline. 4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform). Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients. Ability to quickly grasp platform workflows and explain them clearly to users. Familiarity with ticketing systems and escalation workflows. Strong attention to detail, multitasking skills, and client empathy. Ability to handle pressure situations and escalations calmly and professionally. Comfortable working US daytime hours and weekends, as required. Preferred Skills Prior experience supporting clients using technology or workflow platforms. Familiarity with chargebacks, payment disputes, or merchant-facing financial technology. Experience working in fast-paced support environments focused on customer success. Show more Show less

Key Responsibilities: Draft, review, and update Custom Dispute Packages (CDPs) in alignment with Visa, Mastercard, and network scheme rules. Translate complex operational procedures and technical requirements into crisp, bulleted documentation that is easy to consume and aligned with client needs. Create and maintain internal and client-facing documentation: SOPs, knowledge base articles, training content, reference guides, workflow diagrams, and platform usage manuals. Analyze card scheme rules and network updates to redraft and optimize dispute documentation. Ensure content consistency in style, tone, and formatting across all operational documentation. Conduct regular content audits and incorporate feedback from QA, Client Success, and Operations leads to ensure documentation remains accurate and updated. Collaborate with SMEs, and Product Managers to document SaaS product flows, client onboarding journeys, alerts, dispute workflows, and representment strategies. Qualifications & Requirements: Bachelors degree in English, Communications, Business, Technology, or related field. 48 years of experience in technical writing, operations documentation, or compliance writing, preferably within Chargebacks, FinTech, or SaaS industries. Demonstrated ability to write clearly, concisely, and professionally for a US-based business audience. Strong understanding of card network rules, chargeback cycles, fraud/dispute reason codes, and payment operations is a significant advantage. Comfortable interpreting technical and regulatory information and converting it into structured, bullet-style documentation. Experience in content tools like Zoho Docs, MS Office Suite, Lucidchart/Visio for workflows and visual content. Excellent command of English with a sharp eye for grammar, tone, and cultural alignment to American standards. Ability to manage multiple documentation projects and priorities in a fast-paced, deadline-driven environment. High attention to detail, strong organizational skills, and a collaborative attitude toward cross-functional teams. Preferred: Previous experience writing dispute documentation, operational manuals, or compliance packages in the payments or chargeback industry. Familiarity with network mandates, RDR, CE 3.0, or alerts platforms is a strong plus. Understanding of SaaS-based client solutions and multi-tenant platforms. Experience with process optimization, SOP audits, or ISO compliance documentation is a bonus.

Company Gurus Helps Businesses Protect And Recover Revenue By Providing Innovative Chargeback Management Solutions, AI Analytics, And Insights Powered By Our Proprietary FPRONE Platform. By Understanding Our Clients Needs And Fully Aligning With Their Goals, We Help Clients Reduce Chargebacks And Increase Recovery Rates To Maximize Revenue. Our Technology Solutions Use Powerful AI Insights, Data Science And Advanced Analytics Combined With Deep Industry Expertiseto Deliver Hundreds Of Millions Of Dollars In Recovered Revenue To Our Clients. For More Information, Visit Overview We are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform. You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role. This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management Assist merchant users in navigating the chargeback process through our platform. Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries. Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices. Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related). Escalate more complex technical issues to internal teams following standard escalation workflows. Maintain accurate and thorough documentation of client interactions and resolutions. Continuously stay updated on platform enhancements, new features, and process changes. Update and contribute to internal knowledge base resources based on new learnings. Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively. Meet and exceed SLAs, KPIs, and CSAT Result Areas (KRAs): Efficient and accurate support for portal navigation and platform functionality. First-level resolution of client queries related to chargeback workflows. Timely escalation of complex issues to relevant teams. High client satisfaction through effective communication and support & Master's degree in any discipline. 4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform). Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients. Ability to quickly grasp platform workflows and explain them clearly to users. Familiarity with ticketing systems and escalation workflows. Strong attention to detail, multitasking skills, and client empathy. Ability to handle pressure situations and escalations calmly and professionally. Comfortable working US daytime hours and weekends, as Skills: Prior experience supporting clients using technology or workflow platforms. Familiarity with chargebacks, payment disputes, or merchant-facing financial technology. Experience working in fast-paced support environments focused on customer success. (ref:iimjobs.com) Show more Show less

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary FPRONE platform. By understanding our client's needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics combined with deep industry expertise to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com . Role Overview We are seeking a highly motivated Product Support Specialist to join our growing team. This frontline support role is responsible for assisting merchant users as they navigate through the chargeback management process and utilize our proprietary platform. You will provide direct support to clients by helping them understand portal workflows, assisting with navigation issues, resolving general platform queries, and ensuring a smooth, efficient user experience. Strong communication skills, quick learning ability, adaptability, and a client-first attitude are critical for success in this role. This is an exciting opportunity for individuals who are passionate about client service, product support, and becoming an expert in the chargeback management journey. Key Responsibilities Assist merchant users in navigating the chargeback process through our platform. Provide Tier 1 frontline support through tickets, emails, chats, and calls for product and navigation-related inquiries. Help clients resolve challenges related to portal functionality, workflow navigation, and usage best practices. Triage incoming tickets and categorize them appropriately (Product, Operations, IT-related). Escalate more complex technical issues to internal teams following standard escalation workflows. Maintain accurate and thorough documentation of client interactions and resolutions. Continuously stay updated on platform enhancements, new features, and process changes. Update and contribute to internal knowledge base resources based on new learnings. Manage escalations and pressure situations professionally, ensuring irate or concerned clients are handled empathetically and effectively. Meet and exceed SLAs, KPIs, and CSAT targets. Key Result Areas (KRAs) Efficient and accurate support for portal navigation and platform functionality. First-level resolution of client queries related to chargeback workflows. Timely escalation of complex issues to relevant teams. High client satisfaction through effective communication and support delivery. Qualifications & Requirements Bachelor's degree in any discipline. 4-8 years of experience in customer support, product support, client services, and/or helpdesk roles (preferably supporting a technology platform). Excellent verbal and written communication skills, with strong ability to understand and assist US-based clients. Ability to quickly grasp platform workflows and explain them clearly to users. Familiarity with ticketing systems and escalation workflows. Strong attention to detail, multitasking skills, and client empathy. Ability to handle pressure situations and escalations calmly and professionally. Comfortable working US daytime hours and weekends, as required. Preferred Skills Prior experience supporting clients using technology or workflow platforms. Familiarity with chargebacks, payment disputes, or merchant-facing financial technology. Experience working in fast-paced support environments focused on customer success. ITIL 4 Certification, preferably with Foundation level completed.

Role & responsibilities We are seeking a skilled and detail-oriented Network Administrator to join our team. The ideal candidate will have expertise in managing network infrastructure, with hands-on experience in Fortigate Firewalls, Palo Alto Prisma Access, Cortex XDR, and other key security products. The Network Administrator will be responsible for the design, implementation, and ongoing support of our network infrastructure, ensuring it is secure, reliable, and performs optimally, also involve managing network switching and routing systems, working with Cisco and Ruckus products, administering Wi-Fi access points. Administer and manage Fortigate Firewalls , Palo Alto Prisma Access , and Cortex XDR . Configure and maintain security policies, monitoring, and troubleshooting security issues. Implement network security measures, including intrusion prevention, VPN/ZTNA, and data encryption. Work on Cisco and Ruckus network switching and routing products. Manage LAN/WAN configuration, network segmentation, and performance optimization. Troubleshoot and resolve network issues related to connectivity and performance. Manage and maintain Wi-Fi access points and ensure network availability and security. Configure and administer RADIUS servers for authentication, authorization, and accounting of network users. Monitor network usage, performance, and provide troubleshooting for connectivity problems. Develop, implement, and enforce network and security policies across the organization. Perform regular audits of network traffic, system performance, and security breaches. Create and maintain detailed network diagrams and documentation. Basic server administration and support experience in managing operating systems, virtual environments, and storage solutions. Troubleshoot server issues related to network access, connectivity, and integration with firewalls and security platforms. Requirements: Proven experience as a Network Administrator or similar role with a focus on network security. Hands-on experience with Fortigate Firewalls , Palo Alto Prisma Access , and Cortex XDR . Practical knowledge of Cisco and Ruckus network switching and routing products. Experience with server administration is a plus. 4+ years of experience in Network Administration Diploma or three years degree in computer science or equivalent. Relevant certifications such as CCNA, CCNP or Fortigate certifications

Role & responsibilities We are seeking a experienced and detail-oriented Technical Content Writer to join our dynamic team. The ideal candidate will be responsible for creating high-quality user guides, technical documentations and product release notes ensuring they align with our corporate standards. This role requires close collaboration with engineering, product, and marketing teams to develop comprehensive and engaging content. Key Responsibilities: User Guides Creation: Develop detailed user guides in text and video formats for product modules. Utilize Guidde for creating video user guides. Collaboration with Engineering Team: Understand the functionality of product modules. Access test environments and use test data and screenshots to create user guides. Verification with Product Owners and Stakeholders: Obtain and review product requirement documents. Ensure user guides accurately reflect product specifications. Receive feedback and signoff from the stakeholders Corporate Standards Compliance: Work with the marketing team to ensure user guides adhere to corporate document structure, format, and language. Release Notes Management: Develop and version product release notes. Distribute release notes to stakeholders. Design and Creation of Support Materials: Create posters and quick help documents for daily user reference. Training and Workshops: Collaborate with the product team to conduct workshops and training programs. Marketing Collaboration: Develop presentations on market research, product updates, and product positioning. Requirements Qualifications: Proven experience as a Content Writer or similar role. Excellent writing and editing skills. Familiarity with video creation tools like Guidde. Strong understanding of technical documentation. Ability to work collaboratively with cross-functional teams. Attention to detail and strong organizational skills. Bachelors degree in IT, Computer Science, or a related field. Minimum 2 year of experience in technical writing or a similar role within the IT industry. Excellent written and verbal communication skills Knowledge in using content management systems and version control (Optional).

We are seeking a detail-oriented and highly articulate Technical Writer to join our Operations team. This role is critical in transforming complex operational, product, and regulatory content into clear, concise, and action-oriented documentation for internal teams and clients. The ideal candidate will have exceptional English writing and speaking skills, preferably with experience in chargebacks, card network guidelines, and SaaS platforms. You will collaborate with stakeholders across Operations and Product teams to develop materials such as Custom Dispute Packages (CDPs), SOPs, client-facing manuals, and operational guidelines that meet US business and regulatory standards. You’ll play a crucial role in shaping the clarity, quality, and compliance of client deliverables and internal standards that directly impact chargeback outcomes. This is an exciting opportunity to work closely with global teams, expand your fintech knowledge, and contribute meaningfully to protecting client revenue. Key Responsibilities: Draft, review, and update Custom Dispute Packages (CDPs) in alignment with Visa, Mastercard, and network scheme rules. Translate complex operational procedures and technical requirements into crisp, bulleted documentation that is easy to consume and aligned with client needs. Create and maintain internal and client-facing documentation: SOPs, knowledge base articles, training content, reference guides, workflow diagrams, and platform usage manuals. Analyze card scheme rules and network updates to redraft and optimize dispute documentation. Ensure content consistency in style, tone, and formatting across all operational documentation. Conduct regular content audits and incorporate feedback from QA, Client Success, and Operations leads to ensure documentation remains accurate and updated. Collaborate with SMEs, and Product Managers to document SaaS product flows, client onboarding journeys, alerts, dispute workflows, and representment strategies. Qualifications & Requirements: Bachelor’s degree in English, Communications, Business, Technology, or related field. 4–8 years of experience in technical writing, operations documentation, or compliance writing, preferably within Chargebacks, FinTech, or SaaS industries. Demonstrated ability to write clearly, concisely, and professionally for a US-based business audience. Strong understanding of card network rules, chargeback cycles, fraud/dispute reason codes, and payment operations is a significant advantage. Comfortable interpreting technical and regulatory information and converting it into structured, bullet-style documentation. Experience in content tools like Zoho Docs, MS Office Suite, Lucidchart/Visio for workflows and visual content. Excellent command of English with a sharp eye for grammar, tone, and cultural alignment to American standards. Ability to manage multiple documentation projects and priorities in a fast-paced, deadline-driven environment. High attention to detail, strong organizational skills, and a collaborative attitude toward cross-functional teams. Preferred: Previous experience writing dispute documentation, operational manuals, or compliance packages in the payments or chargeback industry. Familiarity with network mandates, RDR, CE 3.0, or alerts platforms is a strong plus. Understanding of SaaS-based client solutions and multi-tenant platforms. Experience with process optimization, SOP audits, or ISO compliance documentation is a bonus.

Company Overview: Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary Chargeback management platform. By understanding our clients’ needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics —combined with deep industry expertise—to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. We are seeking a Director MIS to lead our MIS and data strategy efforts. This individual will play a crucial role in structuring data, building advanced reporting frameworks, and driving business intelligence solutions that enable data-driven decision-making, contributing to our mission of transforming the chargeback landscape. Position Overview: As the Director MIS, you will be responsible for designing and managing scalable MIS and Data Analytics processes, leading reporting automation, and translating raw data into actionable insights. You will oversee business-critical reporting systems, ensure data accuracy, and collaborate across departments to optimize performance metrics. Your expertise in analytics, dashboarding, and data storytelling will enable key stakeholders to drive business growth through intelligent, data-driven strategies. This role is instrumental in shaping the company’s data strategy, enabling cross-functional leaders to make bold, insight-driven decisions that impact revenue, client experience, and operational efficiency. This role requires a blend of strategic thinking, technical expertise, and leadership, with a strong understanding of MIS architecture, data visualization, and automation frameworks. Key Responsibilities: MIS Strategy & Execution Lead and mentor a growing team of analysts and MIS professionals, fostering a high-performance, data-driven culture aligned with business priorities. Develop and implement a robust MIS strategy to support business intelligence, performance monitoring, and decision-making. Oversee end-to-end MIS processes, ensuring timely and accurate reporting. Drive the automation of real-time dashboards and reports using Power BI, Tableau, SQL, QuickSight, and other visualization tools. Establish a centralized data repository for seamless access to key business insights. Data Analysis & Business Insights Analyze large and complex datasets related to financial transactions, customer behavior, chargeback trends, and risk assessment. Identify patterns, correlations, and trends to enhance fraud prevention and improve operational efficiency. Provide predictive and prescriptive analytics to help stakeholders make data-driven business decisions. Develop interactive and dynamic dashboards that visualize KPIs for executive leadership. Business Intelligence & Reporting Automation Design and maintain advanced MIS reports that provide real-time business intelligence. Implement automated reporting solutions to enhance data accessibility and minimize manual intervention. Create customized ad-hoc reports for leadership teams, aligning with evolving business requirements. Partner with data engineering teams to ensure seamless integration of MIS with organizational data warehouses. Data Visualization: Utilize data visualization tools such as PPT, Tableau, Power BI, QuickSight or similar platforms to transform complex data into intuitive visual representations. Design interactive dashboards and reports that allow stakeholders to explore data and gain insights through interactive and dynamic filters and drill-down capabilities. Must be able to interpret complex concepts and translate them into easy-to-understand graphs, charts, and visual graphics. Create intuitive data visualizations and reports that facilitate understanding and decision-making across various organizational levels. Cross-Functional Collaboration Work closely with Sales, Operations, Finance, and Product teams to translate data into business strategies. Support the Sales team by providing insights into ROI, revenue optimization, and market trends. Collaborate with IT teams to enhance data governance and security protocols. Guide executives and business leaders on leveraging MIS tools for strategic decision-making. Process Optimization & Innovation Continuously evaluate and optimize MIS processes to improve operational efficiency. Implement AI and ML-driven analytics solutions to improve forecasting and fraud detection. Enhance data integrity by establishing data quality control measures. Data Integrity and Quality Assurance: Ensure data accuracy, completeness, and consistency in various datasets used for analysis. Collaborate in data cleansing and transformation activities. Continuous Learning and Industry Expertise: Stay updated with the latest trends and techniques in data analysis, machine learning, and the chargeback industry. Share insights and best practices with the team to foster continuous improvement. Qualifications: Bachelor’s/Master’s degree in Data Science, Computer Science, Business Analytics, Mathematics, Statistics or a related field. 18+ years of experience in MIS, Data Analytics, and/or Business Intelligence, preferably in the financial services, payments, or chargeback industry, with at least 4 years in a leadership role. Demonstrated ability to influence senior leadership through data storytelling and strategic insights. Strong expertise in SQL, Python, R, VBA, and data visualization tools (Power BI, Tableau, QuickSight). Proven experience in automation of reporting and dashboarding. Excellent command over MS Excel, PowerPoint, and Word for data interpretation and presentations. Experience with cloud-based data platforms (AWS, Azure, Google Cloud) is a plus. Strong problem-solving skills with the ability to extract actionable insights from complex data. Six Sigma, PMP, or Lean certifications would be a plus. Strong leadership and communication skills, with the ability to present technical insights to non-technical audiences. Ability to work in UK/US time zones (IST shifts between 3 PM – 12 AM). Opportunity to shape and scale the MIS and Analytics function, including building out a high-performing team and tools roadmap.

About the Gurus Chargeback Gurus helps businesses protect and recover revenue by providing innovative chargeback management solutions, AI analytics, and insights powered by our proprietary Chargeback management platform. By understanding our clients needs and fully aligning with their goals, we help clients reduce chargebacks and increase recovery rates to maximize revenue. Our technology solutions use powerful AI insights, data science and advanced analytics —combined with deep industry expertise—to deliver hundreds of millions of dollars in recovered revenue to our clients. For more information, visit www.chargebackgurus.com. Position Overview: As a Client Support Specialist, you will be integral to our client support operations, working independently and contributing to the development and execution of client management strategies. Duties and Responsibilities: Independently manage day-to-day client interactions and resolve complex inquiries with minimal supervision. Lead the onboarding of new clients, ensuring a smooth transition and addressing any initial challenges. Develop and deliver insightful quarterly business reviews to clients, highlighting performance metrics and actionable insights. Identify opportunities for process improvements and collaborate with Client Success Managers to implement these changes. Mentor junior team members, sharing knowledge and best practices to enhance team performance. Job Requirements: 3-5 years of experience in client support, customer service, or a related field, preferably in technology or financial services. Proven track record of managing client relationships and improving client satisfaction. Strong analytical skills, with the ability to derive meaningful insights from complex data. Excellent interpersonal and communication skills. Self-starter with the ability to work independently in a fast-paced environment.

Role & responsibilities Work in the Business Operations team to service top US clients to fight, prevent and recover revenue lost due to chargebacks Review cases due to credit card fraud and investigate the case to find a solution Processing and disputing credit card charge backs and inquiries to recover funds - including investigations of Chargebacks and communications with external partners Engaging with both internal and external stakeholders to assist with investigation to root cause of losses Tracking and maintaining fraud incident reports and other related analysis Work with clients to collect and document information that may be used in resolving outstanding disputes Ensure that all chargeback activities are handled in accordance with regulatory requirements Compile the figures from various databases to build the team monthly chargeback report Validating chargeback report by utilizing internal and external software systems Providing support for special projects as required Ensuring adherence to quality parameters Analyze and develop service improvement strategies in response to client feedback Support in complaint monitoring and effective and timely complaint resolution Job Requirements : Good knowledge of MS Office programs including Word, Outlook, Excel and PowerPoint and PDF and ability to run reports and analyze large data sets Be a good team player and collaborate well with others with respect and dignity Good verbal and written communication skills Ability to interact with client and team members in a professional and respectful manner Proven ability to multi-task, handle stressful situations and deadline pressures Work schedule flexibility an absolute requirement based on business needs of a multi-shift operation Problem-solving skills. Accuracy and attention to detail Should be creative, systematic and fast learner Strong oral and written competency Minimum 0 to 1 years of relevant work experience.