---
title: 'Chargeback Dispute Specialist (1 Year Contract) at Wave HQ'
canonical: 'https://feeny.ai/job/chargeback-dispute-specialist-1-year-contract-wave-hq-canada-7qjmv8nmep53'
type: 'job'
last_seen: '2026-10-13'
---

# Chargeback Dispute Specialist (1 Year Contract) at Wave HQ

- **Company:** Wave HQ
- **Location:** Canada
- **Compensation:** $49k–$73k
- **Employment:** contract
- **Work type:** remote
- **Posted:** 2026-09-23
- **Last confirmed live:** 2026-10-13
- **Apply:** https://jobs.lever.co/waveapps/479b29ae-544c-4b7d-b646-338b4d74fb7c

## Job description

At Wave, we help small businesses to thrive so the heart of our communities beats stronger.  We work in an environment buzzing with creative energy and inspiration. No matter where you are or how you get the job done, you have what you need to be successful and connected. The mark of true success at Wave is the ability to be bold, learn quickly and share your knowledge generously.

Do you love interacting directly with customers and providing amazing experiences? Have a passion for helping small business owners and entrepreneurs deal with issues with their customers? Have a knack for explaining the complex in a simple, easy to understand way?  Comfortable in a fast paced, technology driven environment? Got a competitive streak in you and love to win? Well then, have we got a role for you!

As a member of our mighty Financial Services Operations team, you will have the unique opportunity to showcase your amazing investigative, communication and customer service skills as part of the elite chargebacks team to help win chargeback disputes on behalf of our Entrepreneurs. Reporting to the Manager, Dispute Resolution we are looking for a Disputes & Chargeback Specialist to help fight for our business owners and Wave throughout the chargeback dispute resolution cycle. This position isn't for the faint of heart; you must be ready to take on both the excitement and responsibility of being a Disputes & Chargeback Specialist and be able to guide small business owners through the entire dispute cycle to resolution.

Looking to join this team? You'll work alongside some top notch Wavers such as Krista Cappadocia:

I’ve been with Wave now for 7 years. I originally started in customer support, worked my way to the chargebacks team, started the loss mitigations team here at Wave and now managing the Dispute Resolutions team. It has been an amazing opportunity for growth and leadership. Each day offers new challenges and opportunities to grow. In my spare time, I like hanging out with my son, dancing and watching movies!

Here’s How You Make an Impact:

- Owning chargebacks and representing cases end-to-end from informing the merchant, to gathering evidence, and disputing the chargeback through to resolution.
- Acting as the go-to person, coaching and educating small business owners on the dispute lifecycle. Identify proactive opportunities for the business to protect themselves against future disputes.
- Identifying opportunities for policy, procedure, and process improvements within Chargeback Operations.
- Working closely with Risk, Finance, and Product teams to reduce loss to our customers & Wave.
- Developing positive relationships with business owners, vendors, key banking partners or other financial institutions, ensuring accuracy, efficiency, and a professional experience throughout.
- Understanding the differences between card networks and being comfortable explaining them to customers.
- Juggling multiple priorities, shifting between support activities (like communicating with business owners via email/phone), building chargeback cases from the ground up, assisting with Fraud prevention and reporting, developing informational content for customers to guide them through the chargeback process, addressing accounts receivable, all while meeting operational deadlines.
- Analyzing and understanding insights into cases and interpreting those outcomes into ways to improve chargeback efficiency and reduce collections.

You Thrive Here By Possessing the Following:

- 1- 2 years of related work experience.
- Extensive knowledge and experience with e-commerce card payments and ACH payments, ideally both in Canada and the United States.
- Solid experience handling chargebacks and dispute resolution, whether on the merchant or issuer side.
- Good understanding of Payment Card Network chargeback rules and regulations.
- Good understanding of NACHA and Payments Canada rules and regulations.
- Understanding of full credit card chargeback dispute life cycles.
- Excellent customer service, relations and/or vendor management skills
- Strong analytical and problem-solving skills.
- Demonstrated leadership skills. A desire to support others with the intent of achieving team goals.
- Ability to effectively manage deadlines in a fast-paced and high-volume environment.
- Experience managing collection and/or credit risk practices.
- Knowledge of fraud and risk best practices or experience working in a fintech company would be an asset.

At Wave, we value diversity of perspective. Your unique experience enriches our organization. We welcome applicants from all backgrounds. Let’s talk about how you can thrive here!

Wave is committed to providing an inclusive and accessible candidate experience. If you require accommodations during the recruitment process, please let us know by emailing careers@waveapps.com. We will work with you to meet your needs.

We use Google Gemini, a secure AI assistant, during interviews for note-taking purposes only. Notes are kept confidential and are not shared outside the hiring process. This allows our interviewers to stay fully focused on you during the conversation.

This advertised posting is a current vacancy.

## About Wave HQ

## Company Overview
- **One-liner**: Wave HQ provides simple, all-in-one financial software—accounting, invoicing, payments, and payroll—for small businesses and solopreneurs.
- **Entity Type**: Private (backed by H&R Block; raised multiple funding rounds including a Series A)
- **Headquarters**: Toronto, Ontario, Canada
- **Founded**: 2010
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Financial technology (FinTech) / Small business software
- **Target customers**: B2B – small business owners, freelancers, and solopreneurs in the U.S. and Canada
- **Mission/purpose statement**: “To help our customers and teams reach their goals with confidence and ease. Simply put, our purpose is to help you find your thrive.”

## Products & Services
- **Wave Accounting**: Online bookkeeping software to track income/expenses, manage cash flow, and generate financial reports (SaaS).
- **Wave Invoicing**: Create and send professional invoices and estimates, with customizable templates (SaaS).
- **Wave Payments**: Secure online payment processing via credit card, bank transfer, or Apple Pay (integrated service).
- **Wave Payroll**: Reliable payroll management for employees and contractors, handling tax compliance (SaaS).
- **Wave Mobile App**: On‑the‑go companion for iOS and Android to manage invoices and payments (mobile app).
- **Wave Pro Plan**: Premium tier unlocking additional features for advanced money management (subscription).

## Market Standing
- **Valuation**: Not disclosed (parent company is H&R Block, Inc.)
- **Key metric**: Annual revenue of **$78.2M** (LinkedIn estimate). Total funding of **~$22.3M** across multiple rounds (Series A, Venture, Seed).
- **Notable investors/partners**: H&R Block (parent company); earlier investors from Series A, Venture, and Seed rounds (names not specified in search results).
- **Growth signals**:
  - Serves **5.9 million small business owners** in the U.S. and Canada.
  - Processed **$21 billion in online payments and payroll** since 2012.
  - Sends **22.5 million invoices** and processes **1.5 billion accounting transactions** annually.
  - Active job postings increased **+28.6% YoY** (9 open roles as of latest data).
  - Key strategic hires in machine learning and growth marketing.

## Competitive Advantages
- **Purpose‑built for non‑accountants**: Simple, user‑friendly interface designed for small business owners, not professional accountants.
- **All‑in‑one platform**: Integrated accounting, invoicing, payments, and payroll in a single system, reducing tool switching.
- **Strong security posture**: PCI‑DSS Level 1 Service Provider; 256‑bit SSL encryption for all connections.
- **Free starter plan**: Low barrier to entry with a free tier, encouraging adoption and upsell to Pro Plan.
- **Established brand trust**: 15+ years in market, backed by H&R Block, and trusted by millions of small businesses.

## Strategic Focus
- **Artificial Intelligence & Machine Learning**: Hiring Machine Learning Engineers to enhance product intelligence (e.g., automation, insights).
- **Growth Marketing**: Investing in product lifecycle marketing, organic growth, and web experience to drive customer acquisition and retention.
- **Payroll & Payments expansion**: Continuing to deepen payroll and payment capabilities as high‑value add‑ons.
- **Mobile experience**: Improving the mobile app to serve on‑the‑go small business owners.

## Why Work Here
- **Flexible work model**: Remote‑first culture with “freedom to be flexible” – employees can define their ideal working style. Offices in Toronto, with distributed team across Canada, U.S., South Africa, and Bahamas.
- **Competitive benefits**: 100% covered health benefits, Flex Fund for wellness and healthcare spending, and remote work support.
- **Inclusive culture**: Employee‑led Thrive Networks to advance equity and community. Values include genuine, humble, inclusive, and compassionate.
- **Growth opportunities**: Emphasis on continuous learning, sharing knowledge, and “challenge yourself, grow from the learnings”.
- **Impactful mission**: Work directly helps underserved small business owners achieve financial confidence.

## Sources
1. [waveapps.com](https://www.waveapps.com/) – Product details, mission, and security info.
2. [waveapps.com/about-us/culture](https://www.waveapps.com/about-us/culture) – Culture page (flexibility, benefits, values).
3. [waveapps.com/about-us/about](https://www.waveapps.com/about-us/about) – Company stats, purpose, and backers.
4. [linkedin.com/company/wave-hq](https://linkedin.com/company/wave-hq) – Workforce data, revenue, funding, tech stack, and employee trends.
5. [jobs.lever.co/waveapps](https://jobs.lever.co/waveapps) – Current job openings and career info.

## Other roles at Wave HQ

- [Senior Software Engineer](https://feeny.ai/job/senior-software-engineer-wave-hq-canada-db9q1zsb88zw) — Canada
- [Group Product Manager - Financial Services](https://feeny.ai/job/group-product-manager-financial-services-wave-hq-toronto-8gw7vadqbb3x) — Toronto, Canada
- [Sr. Fraud Analyst](https://feeny.ai/job/sr-fraud-analyst-wave-hq-canada-k479bfe32jhp) — Canada
- [Senior Marketing Automation Specialist](https://feeny.ai/job/senior-marketing-automation-specialist-wave-hq-canada-cybxwj3eag85) — Canada
- [Machine Learning Engineer](https://feeny.ai/job/machine-learning-engineer-wave-hq-canada-q0sgjznr4bqb) — Canada
- [Group Product Manager - Core Services](https://feeny.ai/job/group-product-manager-core-services-wave-hq-toronto-7k9211wcp6px) — Toronto, Canada