Dispute & Chargeback Resolution Manager (Fashion E-commerce)

We are looking for an experienced Dispute / Chargeback Manager to handle the final stage of customer issues. Our Customer Support team handles initial complaints and offers discounts (50% or more) to angry customers. If the customer still refuses and opens a PayPal dispute or a credit card chargeback, it will be escalated to you. You will be responsible for resolving these cases, gathering evidence, and protecting the company's revenue.

Key Responsibilities:
Handle and resolve PayPal disputes and credit card chargebacks.
Manage escalated customer complaints that the Customer Support team could not close.
Gather evidence, communicate with payment processors, and submit necessary documentation to win disputes.
Handle incoming tickets via Gorgias or Comslaer (ticketing systems).
Work closely with the Customer Support team to ensure a smooth handover of tickets (via tags or system routing).

Requirements (MUST HAVE):
Proven experience in chargeback and dispute resolution (specifically with PayPal and credit cards).
Experience working in Fashion E-commerce / Fashion Shipping is highly required.
Experience using Gorgias or Comslaer ticketing systems.
Understanding of how Customer Support teams route/tag complex tickets.
Must be able to explain your past workflow during the interview: How you handled disputes, what tools you used, and how many people were on your team.

• Nice to have
• Experience across multiple Shopify stores
• Comfort using ChatGPT to write faster

Excellent English communication skills.
Must agree to use a time tracker with screenshots (e.g., Hubstaff).

What we offer

• Stable, long-term full-time position with a consistent workload
• Supportive team, clear SOPs and processes
• Room to grow as the company expands

Please send:

• Your CV (PDF)
• A 1–2 minute Loom video introducing yourself
• Your English level, expected monthly salary, and internet speed
• Previous Shopify stores/companies and the helpdesk tools you've used

And answer these four questions:

1. How many years have you worked in Shopify dropshipping CS, and which helpdesk tools have you used (Gorgias, Zendesk, Freshdesk, HelpScout, other)?
2. Have you handled PayPal disputes and chargebacks? Give one specific example.
3. What timezone can you work in, and how many customer email s can you comfortably handle per day?