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Who We're Looking For - The Dream Maker We’re looking for a hands-on Onboarding & Implementation Lead to own and scale the onboarding experience across both SMB and Enterprise customers. This highly customer-facing role combines implementation project management, customer consulting, operational excellence, and technical problem-solving. You’ll guide customers from contract signature through successful activation, ensuring they overcome blockers, complete their implementation, and realize value quickly and confidently. You’ll lead Enterprise onboarding engagements, support complex SMB implementations, and proactively drive onboarding completion across our broader customer base. This is a role for someone who can manage complex customer projects while also improving the systems, processes, and playbooks behind them. About Chargeflow Chargeflow is a leading force in fintech innovation, tackling chargeback fraud and the impact it has on online businesses. Born from a deep passion for technology and eCommerce, we’ve developed an AI-driven solution that helps merchants manage credit card disputes, recover lost revenue, and protect their businesses through a unique success-based model. Backed by $49M from Viola Growth, OpenView, Sequoia Capital, and other top-tier global investors, Chargeflow is on a product-led growth journey. We’re a tight-knit team of passionate builders and entrepreneurs, united by our mission to revolutionize eCommerce and protect online businesses from chargeback fraud. What You’ll Own
* Lead onboarding and implementation projects for Enterprise customers from contract signature through activation and first value.
* Serve as the primary customer point of contact throughout the implementation journey.
* Build and manage onboarding plans, timelines, milestones, risks, dependencies, and stakeholder communication.
* Lead customer meetings with both operational and executive stakeholders, creating clarity, accountability, and momentum.
* Support complex SMB implementations that require additional guidance or technical assistance.
* Act as an escalation point for onboarding challenges, identifying root causes and coordinating the right teams to remove blockers.
* Proactively monitor progress across active onboarding accounts and drive customers toward completion and activation milestones.
* Reduce onboarding drop-off and improve completion rates, implementation timelines, and time to value.
* Continuously improve onboarding workflows, playbooks, documentation, and customer communications.
* Identify opportunities to automate manual work, increase operational efficiency, and improve visibility into onboarding status and risks.
* Partner closely with Customer Success, Sales, Product, Engineering, and Support to deliver a seamless customer experience.
* Surface recurring implementation challenges and customer friction to internal stakeholders, helping shape product and process improvements.
* Develop expertise across Chargeflow’s payment ecosystem, including Stripe, Shopify Payments, PayPal, Adyen, and other payment providers.
* Help customers understand dispute-management best practices based on their business model, payment setup, and merchant vertical.

We are seeking a Senior Infrastructure Engineer to own the operation, reliability, security, and continuous improvement of our global server infrastructure. The role is primarily focused on physical and virtual servers, operating systems, storage, backup, identity, monitoring, automation, and cloud compute, while providing broad Tier 2-3 troubleshooting across systems, networking, and security. The engineer will resolve complex incidents, lead infrastructure projects, and partner with network, security, cloud, development, and operational teams to deliver scalable, compliant, and cost-effective services.
Responsibilities
Server and Systems Operations: Own Tier 2-3 administration and support for Linux and Windows servers, virtualization, cloud compute, storage, backup, identity, patching, configuration, capacity, and lifecycle management across global environments.
Reliability, Monitoring, and Automation: Monitor server and platform health, analyze performance and availability, resolve complex incidents and root causes, automate provisioning and recurring operations, and implement improvements that reduce risk and downtime.
Infrastructure Security: Harden servers, remediate vulnerabilities, maintain privileged access and security baselines, support audits and compliance controls, and coordinate incident response with cybersecurity teams.
Network and Cross-Platform Support: Provide Tier 2-3 troubleshooting for DNS, DHCP, TCP/IP, routing, switching, firewalls, VPNs, load balancing, and application connectivity as they affect server and infrastructure services.
Projects, Recovery, and Governance: Lead server migrations, upgrades, infrastructure deployments, disaster-recovery testing, documentation, standards, change management, vendor coordination, and operational handoff for global services.