Chargeback Specialist

The role

Own chargebacks end to end — prevention, response, recovery, and reporting. Today this work is split across the CS team and several tools. You'll be the single owner: every dispute has one person accountable for it from the first alert to the final win/loss, plus the reporting that tells us where they came from.

What you'll own

Prevention

Work the daily dispute-alert queue: triage every incoming alert, d ---------- refund vs. fight, clear the review backlog within SLA
Catch pre-dispute signals in the support inbox and reach the customer before they call their bank
Flag repeat abusers and high-risk order patterns

Response & recovery

Build evidence packs for every dispute: order and fulfillment proof, delivery confirmation, customer comms, product/policy documentation
Submit and track responses across all our payment processors — each has its own rules and deadlines; you'll know them cold
Audit what our third-party recovery tooling actually wins vs. what we could win in-house
Never miss a deadline. A dispute lost on a missed date is the one failure mode this role can't have.

Reporting & root cause

Weekly chargeback report: volume, reason codes, win rate, dollars at risk, dollars recovered
Monthly dispute report with root-cause breakdown — shipping, product expectation, subscription confusion, friendly fraud
Feed findings back into CS macros, policy, and the checkout experience so the same dispute stops recurring

What we're looking for

5+ years handling chargebacks or payment disputes, ideally DTC/e-commerce
Hands-on with at least one major processor's dispute flow (Shopify Payments, Stripe, PayPal, Braintree)
Fluent written and spoken English — you'll write evidence narratives a bank reviewer reads, and you'll get on calls with customers and payment reps
Deadline-obsessed and organized without being chased. This role runs on a calendar.
Comfortable in spreadsheets: pivot data, spot a trend, present a number you can defend
Bonus: helpdesk platforms (Gorgias or similar), dispute-automation tools, subscription billing

Tools you'll live in: our helpdesk, Shopify, dispute prevention and recovery platforms, Slack, ---------- , Google Sheets

How we'll measure you (first 90 days)

30 days: every open dispute logged and current; zero missed deadlines
60 days: alert queue cleared daily; weekly report shipping on its own
90 days: win rate baselined and improving; two root-cause fixes shipped into CS process