Dispute Manager

E-commerce Dispute Manager

Remote | Part-time or Full-time |

About the company
We are a fast-growing e-commerce business operating at more than $3.5M USD in monthly
volume. As the business continues to scale, we are looking for an experienced, dependable
Dispute Manager to protect revenue and manage chargebacks across our payment platforms.

The role
This is a hands-on operational role focused on reviewing disputes, gathering evidence and
submitting strong responses before each deadline.

You do not need to build a complex department or manage a large team. You need to
understand e-commerce disputes, follow clear SOPs, stay organised and consistently submit
accurate evidence.

The role may begin part-time, with the possibility of becoming full-time depending on
experience, availability and business needs.

Responsibilities
● Review incoming chargebacks, disputes, RFIs and pre-dispute alerts.
● Gather evidence from order records, tracking information, customer communication,
fraud checks and payment data.
● Prepare and submit clear evidence packages within platform deadlines.
● Handle disputes across platforms such as Shopify Payments, Stripe, PayPal and Klarna.
● Follow existing SOPs and recommend practical improvements.
● Maintain accurate dispute trackers and case notes.
● Monitor win rates, dispute reasons and recurring loss patterns.
● Flag preventable issues involving fulfilment, customer service, subscriptions, refunds or
fraud.
● Work with customer support and operations to obtain missing documentation.
● Ensure no dispute expires without a response.

Requirements
● At least two years of hands-on e-commerce chargeback or dispute experience.
● Previous experience with a credible, established e-commerce brand.
● Experience preparing and submitting dispute evidence—not only reviewing or reporting
on cases.
● Working knowledge of Shopify Payments, Stripe, PayPal, Klarna or similar platforms.
● Strong written English and persuasive evidence-writing skills.
● Excellent organisation, accuracy and deadline management.
● Experience working with dispute SOPs and documented processes.
● Reliable internet connection and the ability to work independently.
Preferred experience
● Experience reducing chargeback rates or improving dispute win rates.
● Familiarity with fraud indicators, proof of delivery, subscription disputes and “product not
received” or “not as described” claims.
● Experience with Gorgias, Zendesk, Shopify Admin or chargeback-alert platforms.
● Background in customer support, payment operations or revenue protection.
● Experience creating or improving SOPs and dispute templates.

Compensation and working arrangement
● Compensation: $750 USD per month.
● Location: Fully remote.
● Schedule: Part-time or full-time, depending on the successful candidate.
● Engagement: Long-term opportunity for someone who performs consistently as the
business grows.

How to apply

Please answer the following questions:
1. Which e-commerce brands have you supported, and what did they sell?
2. Which payment and dispute platforms have you used?
3. Approximately how many disputes did you handle each week or month?