Chargeback Specialist

Position: Chargeback Specialist

Type of contract: Independent Contractor

Working Hours: M–F US Time zone

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!!

About the Company

We are a fast-growing eCommerce brand operating at scale and processing a high volume of online transactions. Protecting revenue and reducing chargeback losses is a critical priority for our business. We are transitioning back to a fully manual chargeback management process to improve win rates, reduce fees, and maintain full control over dispute handling.

Scope of the Role:

The Chargeback Specialist will take full ownership of chargeback and dispute management across all payment methods. This role is hands-on and operational, focused on manually handling disputes end-to-end to maximise win rates and minimise revenue loss. You will work closely with customer support, payments, and operations to ensure disputes are handled accurately, efficiently, and in compliance with platform requirements.

Duties and Responsibilities:

• Manually manage chargebacks and disputes from start to finish, including evidence collection, submission, and follow-ups
• Handle disputes across multiple platforms, including Shopify, PayPal, and Buy Now Pay Later providers
• Prepare and submit compelling evidence packages to increase chargeback win rates
• Monitor chargeback ratios and identify trends, root causes, and prevention opportunities
• Collaborate with the CX team to resolve disputes proactively before escalation
• Track dispute outcomes and maintain detailed documentation and reporting
• Ensure compliance with card network rules and payment provider guidelines
• Recommend improvements to internal processes to reduce future chargebacks and fraud

Requirements:

• Proven experience handling chargebacks manually (not just through automated tools)
• Strong knowledge of Shopify and order/payment workflows
• Hands-on experience with Gorgias for customer support and dispute coordination
• Experience managing disputes through PayPal
• Familiarity with Buy Now Pay Later providers, including Zip, AfterPay, Klarna, and similar platforms
• Strong attention to detail and excellent written communication skills
• Ability to work independently and take full ownership of the chargeback function
• Experience in high-volume eCommerce environments preferred