Shopify Dispute & Chargeback Manager

Work Schedule: Full-time | Remote | Flexible Hours (with daily reporting)

Experience Required: At least 2 years in eCommerce Dispute / Chargeback Management

About the Role

We are an international eCommerce company operating multiple Shopify-based stores. We are looking for a highly organized and analytical Dispute & Chargeback Manager who will take full ownership of handling and winning disputes across Shopify, PayPal, and credit card processors.

The ideal candidate will have a proven track record of successfully reversing disputes, reducing chargeback ratios, and providing data-driven insights to improve customer experience and store health metrics.

Key Responsibilities

• Manage and respond to Shopify, PayPal, and card processor disputes and chargebacks within required deadlines.
• Analyze dispute trends and provide weekly and monthly reports on dispute rates, win/loss ratio, and reasons.
• Collect and organize evidence (tracking info, correspondence, invoices, etc.) to build strong dispute cases.
• Collaborate with the Customer Service and Operations teams to ensure disputes are supported by accurate records and prompt communication.
• Maintain and update a Dispute Tracker Sheet with real-time data per store.
• Identify process gaps and propose improvements to reduce dispute occurrence.
• Maintain consistent follow-ups with payment processors and gateways.
• Ensure all dispute responses meet each platform's documentation and format requirements.
• Monitor KPIs such as win rate %, dispute volume, and resolution turnaround time.

Qualifications

• Minimum 2 years of experience handling Shopify and PayPal disputes / chargebacks for dropshipping or eCommerce stores.
• Strong understanding of Shopify Payments, PayPal Resolution Center, and credit card chargeback workflows (Visa/Mastercard).
• Proven track record of winning chargebacks and maintaining a low dispute ratio.
• Excellent data analysis and reporting skills (Google Sheets / Excel proficiency required).
• Exceptional attention to detail and ability to work independently under tight deadlines.
• Strong communication and documentation skills in English (written and verbal).
• Experience using CRM or ticketing systems (Re:amaze) is a plus.
• Must be organized, proactive, and metrics-driven.

Preferred Skills

• Experience working with multiple Shopify dropshipping stores.
• Familiarity with dropshipping operations, refund policies, and logistics issues.
• Knowledge of chargeback automation tools or dispute analytics dashboards.
• Basic understanding of GMC (Google Merchant Center) health metrics is a plus.

What We Offer

• $5–$6 USD per hour depending on experience.
• Long-term, stable position with room for growth.
• Performance-based bonuses for maintaining low dispute ratios and high win rates.
• Supportive, collaborative remote work environment.
• Opportunity to lead dispute management processes across multiple international brands.

How to Apply

Please send the following:

• Your updated resume (with specific experience handling disputes/chargebacks)
• A short cover letter describing your most successful dispute win and your approach to managing chargebacks
• Any reports or dashboards you've created to track dispute performance (optional but highly preferred)
• Subject line: "Application – Dispute & Chargeback Manager (Your Name)"