Job
Description
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.
