Customer Service Team Leader/Dispute Manager

Immediate start: Week of 1st of June 2026

We are looking for an experienced and highly organized Customer Service Team Leader & Dispute Manager to oversee customer support quality, team performance, and dispute resolution across our three fast-growing home décor brands.

You will be joining a remote team of 15+ employees and will play a critical role in ensuring customers receive exceptional support while minimizing chargebacks and disputes through proactive issue resolution.

Responsibilities
Conduct daily quality assurance reviews of customer support emails and interactions.
Monitor customer service team performance and provide feedback, coaching, and recommendations for improvement.
Report daily and weekly on customer support metrics, including:
Number of open tickets
Ticket response times
Resolution times
Team performance indicators
Manage and resolve escalated customer issues before they develop into disputes or chargebacks.
Review customer complaints and determine appropriate resolutions in line with company policies.
Monitor all active bank disputes and chargebacks across payment processors.
Gather and prepare evidence packages for dispute responses, including:
Order confirmations
Delivery tracking information
Product descriptions
Customer communication history
Company policies
Proof of product quality and fulfilment
Submit dispute responses to banks and payment providers within required deadlines.
Maintain accurate dispute tracking spreadsheets and reporting systems.
Work within Gorgias daily to manage customer interactions and team workflows.
Identify recurring customer issues and recommend operational improvements to reduce complaints and disputes.
Collaborate with management to improve customer experience and retention.

Requirements
Minimum 1 year of customer service, dispute management, chargeback management, or customer support leadership experience.
Previous experience using Gorgias is highly preferred.
Experience working with Shopify stores preferred.
Strong written English and professional communication skills.
Excellent attention to detail and ability to identify issues before they escalate.
Comfortable reviewing large volumes of customer interactions while maintaining high quality standards.
Strong organizational skills and ability to manage multiple priorities simultaneously.
Experience using spreadsheets to track performance metrics, disputes, and operational reporting.
Ability to work independently and take ownership of customer outcomes.
Strong problem-solving skills and sound judgment when handling complex customer situations.

Ideal Candidate
You are highly organized, calm under pressure, and naturally focused on customer outcomes. You enjoy improving systems, coaching tea ---------- mbers, and solving difficult customer situations before they become larger problems. You understand that excellent customer service protects both revenue and brand reputation, and you take pride in maintaining high standards across every customer interaction.

What We Offer
Full-time remote position.
Opportunity to grow with multiple expanding e-commerce brands.
Supportive team environment with 15+ tea ---------- mbers.
Long-term career growth opportunities.
Direct involvement in operational decision-making.
Competitive salary based on experience.

If you have a passion for customer experience, leadership, and dispute prevention, we'd love to hear from you.