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)"