Chargeback & Dispute Manager

About Us We are a fast-growing eCommerce brand focused on delivering exceptional products and customer experiences. As our order volume continues to grow, we're looking for a detail-oriented and analytical Chargeback & Dispute Manager to protect our revenue, reduce fraud-related losses, and optimize dispute resolution processes. Role Overview The Chargeback & Dispute Manager will own the end-to-end chargeback process, including dispute management, fraud prevention, evidence submission, reporting, and collaboration with internal teams. This role is responsible for minimizing chargeback losses while ensuring compliance with card network and payment processor requirements. Key Responsibilities Manage the complete chargeback and dispute lifecycle across payment processors and marketplaces. Investigate chargebacks and collect compelling evidence for dispute submissions. Monitor chargeback ratios and identify trends, root causes, and opportunities for improvement. Work closely with Customer Support, Operations, Finance, and Fraud teams to reduce preventable disputes. Analyze fraud patterns and recommend strategies to minimize fraudulent transactions. Ensure timely responses to all chargeback cases within processor deadlines. Develop and maintain standard operating procedures (SOPs) for dispute management. Track and report key metrics, including win rates, recovery amounts, fraud rates, and chargeback ratios. Collaborate with payment providers to resolve escalated dispute issues. Recommend process improvements that reduce friendly fraud and operational errors. Stay current with card network regulations, payment processor policies, and industry best practices. Qualifications 2+ years of experience managing chargebacks and disputes for an eCommerce business. Strong understanding of payment processors such as Stripe, Shopify Payments, PayPal, Authorize.net, or similar platforms. Experience with fraud prevention tools such as Signifyd, Riskified, NoFraud, Sift, or equivalent. Excellent analytical and problem-solving skills. Strong attention to detail and ability to manage multiple deadlines. Proficiency in Excel or Google Sheets for reporting and data analysis. Excellent written and verbal communication skills. Experience working in a fast-paced eCommerce environment. Preferred Qualifications Experience with high-volume DTC (Direct-to-Consumer) brands. Knowledge of Visa, Mastercard, American Express, and PayPal dispute processes. Experience using Shopify or other major eCommerce platforms. Familiarity with chargeback monitoring programs and fraud mitigation strategies. Key Performance Indicators (KPIs) Chargeback ratio Dispute win rate Recovery amount Fraud loss percentage Response time to disputes Reduction in preventable chargebacks Processor compliance metrics What We Offer Competitive salary Performance-based bonuses Remote work flexibility Paid time off Professional development opportunities A collaborative and growth-focused team environment How to Apply Please submit: Your resume A brief cover letter outlining your experience with chargeback management Examples of measurable results you've achieved (e.g., reduced chargeback rates, improved dispute win rates, or implemented fraud prevention initiatives) If you're passionate about protecting revenue, improving operational efficiency, and using data to solve complex payment challenges, we'd love to hear from you