Senior Chargeback & Dispute Manager (Visa, Mastercard, Amex & Klarna) – eCommerce | Long-Term

💼 Senior Chargeback & Dispute Manager (Visa, Mastercard, Amex & Klarna) | Shopify eCommerce Who We're Looking For We're looking for an experienced Chargeback & Dispute Manager with a proven track record of successfully handling and winning disputes across: • Visa • Mastercard • American Express (Amex) • Klarna This is NOT an entry-level support role. We're specifically looking for someone who has managed disputes for eCommerce businesses and can clearly demonstrate: • A proven dispute-winning process • Strong historical win rates • Deep understanding of payment processors and card schemes • Experience with Shopify stores If your experience is limited to customer support or refund handling, this position is probably not a fit. We're looking for a true specialist who understands representments, evidence collection, fraud prevention, friendly fraud, and chargeback recovery. ━━━━━━━━━━━━━━━━━━━━ 🧠 About Us We're a fast-growing eCommerce company operating across: • United States • United Kingdom • Netherlands We currently manage 6 Google Merchant Center stores and are continuing to scale aggressively. As order volume grows, protecting revenue through effective dispute management becomes increasingly important. We're looking for a long-term partner who can help us: • Recover lost revenue • Improve dispute win rates • Reduce future chargebacks • Identify operational weaknesses • Build scalable dispute management systems ━━━━━━━━━━━━━━━━━━━━ 🎯 Responsibilities You will fully own the dispute management process across our stores. This includes: • Visa chargebacks • Mastercard chargebacks • American Express disputes • Klarna disputes Evidence Collection & Representments • Tracking and delivery verification • Customer communication history • Product page evidence • Terms & Conditions documentation • Refund policy documentation • Fraud indicators • Device/IP evidence (when available) • Building compelling evidence packages Analysis & Prevention • Identifying recurring dispute reasons • Chargeback reduction strategies • Fraud prevention recommendations • Monitoring dispute ratios • Improving internal processes Reporting • Weekly reporting • Win/loss analysis • Recovery tracking • Root cause identification ━━━━━━━━━━━━━━━━━━━━ 🧩 Required Experience • Shopify • Stripe • Shopify Payments • Klarna Merchant Portal • High-volume eCommerce stores • Cross-border transactions • Fraud prevention • Chargeback management You should understand: • Unauthorized transaction disputes • Product not received claims • Not as described claims • Friendly fraud • Fraud chargebacks • Consumer disputes ━━━━━━━━━━━━━━━━━━━━ 🚀 What We Want To See Many applicants claim they "handle chargebacks." Very few can explain why they consistently WIN them. To be considered, you MUST answer the following: 1. Explain your exact dispute workflow from the moment a dispute is received until submission. 2. What evidence do you prioritize and why? 3. How does your approach differ between: • Visa • Mastercard • American Express • Klarna 4. What chargeback win rate can you demonstrate? Please provide: • Overall win rate • Visa win rate • Mastercard win rate • Amex win rate • Klarna win rate 5. What makes your process different from other dispute managers? 6. Share one or two examples of difficult disputes you successfully won. ━━━━━━━━━━━━━━━━━━━━ ✅ What We Expect • Fluent English communication • Fast response times • Strong analytical thinking • Attention to detail • Professional reporting • Ability to work independently • Long-term commitment Most importantly: We need someone who understands that winning disputes is not about uploading random screenshots. It's about building strong, evidence-driven cases that maximize recovery rates. ━━━━━━━━━━━━━━━━━━━━ 📝 To Apply, Answer These Questions 1. How many years of chargeback/dispute experience do you have? 2. How many disputes have you personally managed? • 0-100 • 100-500 • 500-1,000 • 1,000+ 3. Which platforms have you worked with? • Visa • Mastercard • American Express • Klarna • Stripe • Shopify Payments • PayPal 4. What dispute win rate can you realistically demonstrate? 5. Describe your complete dispute workflow. 6. What are the biggest mistakes eCommerce stores make when fighting disputes? 7. What makes your approach different from other dispute specialists? 8. Describe a difficult dispute case you successfully won. 9. Have you worked with multiple stores simultaneously before? 10. Why are you the right person to manage disputes across our 6 stores long-term? ━━━━━━━━━━━━━━━━━━━━ ⏰ Important This role is only for experienced chargeback and dispute professionals. If your experience is limited to customer service, refunds, or basic administrative work, this position is not a fit. We're looking for someone who can demonstrate real results, explain their methodology clearly, and become the long-term dispute expert for our eCommerce portfolio.