isputes & Chargebacks Team Lead (Stripe / PayPal / Shopify Payments) — Remote (Full-Time)

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: TYPE OF WORK

Full Time

: SALARY

400$-650$/Month

: HOURS PER WEEK

40

: DATE UPDATED

Apr 10, 2026

JOB OVERVIEW

PLEASE READ CAREFULLY

We’re hiring an experienced Disputes & Chargebacks Team Lead to own and optimize our chargeback/dispute operations across multiple payment processors. You will manage day-to-day case strategy, improve SOPs, lead a small team, and drive measurable improvements in win rate and dispute ratio.

You’ll be responsible for keeping our payment operations healthy, reducing financial loss, and building repeatable systems that scale.

KEY RESPONSIBILITIES
1) Disputes Execution & Strategy

Handle chargebacks/disputes end-to-end across Stripe, PayPal, Shopify Payments (and other processors when needed)

Build strong evidence packages: order proof, tracking proof, customer communication logs, product pages, policies, IP/device data (when available), etc.

Ensure on-time submissions and compliance with each processor’s timelines and rules

Write high-quality rebuttals and structured dispute responses that improve win rates

2) Process & SOP Ownership

Build and maintain private SOPs per processor (Stripe vs PayPal vs Shopify Payments rules differ)

Create playbooks by dispute reason code (fraud, not received, not as described, refund not processed, etc.)

Implement standard templates, tagging rules, escalation flows, and evidence checklists

3) Analytics & Performance Management

Produce weekly reporting: win rate, dispute ratio, top dispute reasons, loss drivers, recurring patterns

Identify root causes (shipping delays, unclear product expectations, policy gaps, CX quality issues) and coordinate fixes with the CX/Operations team

Continuously improve KPIs and prevent repeat dispute patterns

4) Team Leadership (Hands-on)

Hire support/disputes agents (Philippines preferred) and train them

Run quality control: audit cases, correct mistakes, coach agents, and enforce SOP compliance

Create training materials and ensure consistent dispute handling at scale

STRICT REQUIREMENTS (READ CAREFULLY)

Do NOT apply if you do not meet ALL of the following:

You have personally handled at least 200–300 chargebacks/disputes end-to-end (not just “assisted”)

You can demonstrate a minimum win rate of 60%+ (or provide proof/results from past role)

Strong working experience with Stripe + PayPal (Shopify Payments is a big plus)

You understand dispute timelines, evidence standards, reason codes, and how processors evaluate cases

You are highly organized and can manage high-volume environments without missing deadlines

Excellent written English — clear, direct, professional rebuttals

Nice to have (bonus):

Shopify admin knowledge (order timelines, fulfillment, policies, customer notes, tags)

Experience improving dispute ratio through operational improvements (shipping, policy clarity, CX scripts)

Prior team lead or manager experience in dispute/risk ops

WORK SETUP

Independent Contractor (remote)

Full-time: 8 hours/day, 40 hours/week

Flexible schedule, but you must meet deadlines and be responsive

We require Hubstaff time tracking: ----------

COMPENSATION

Hourly rate based on proven experience and results

Performance incentives possible (based on win rate, dispute ratio improvement, team output/quality)

APPLICATION PROCESS (STRICT FILTER)

To apply, send the answers below. Applications without these will be ignored.

How many disputes/chargebacks have you personally handled end-to-end? (number)

What is your historical win rate? Provide proof/screenshot or a breakdown by processor if possible.

Which processors have you worked with? (Stripe, PayPal, Shopify Payments, others)

What are the top 3 dispute reason codes you handled most, and how did you win them?

Describe your evidence checklist for “Item Not Received” and “Fraud/Unauthorized”.

Have you ever built SOPs and trained agents? If yes, explain briefly.

What is your hourly rate expectation?

Optional practical test (shortlisted):
We may send 3 sample cases to draft rebuttals for (paid test for shortlisted candidates).

SKILL REQUIREMENT

Chargeback Analysis

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isputes & Chargebacks Team Lead (Stripe / PayPal / Shopify Payments) — Remote (Full-Time)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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