Ecommerce Escalations & Chargeback Disputes Specialist

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TYPE OF WORK

Any

SALARY

$4/hour

HOURS PER WEEK

TBD

DATE UPDATED

Aug 6, 2026

JOB OVERVIEW

Ecommerce Escalations & Chargeback Disputes Specialist (Shopify, Fashion)

We are a growing fashion ecommerce brand selling apparel to customers in the United States and Canada. We are scaling up fast, and we need someone to own the two areas that hurt us most right now: escalated customer cases and chargebacks.

This is NOT a general ticket-answering role. We already have a support team handling standard tickets. We are looking for a specialist who can take full ownership of disputes and who is able to figure out WHY problems happen instead of only responding to them.

WHAT YOU WILL DO

- Own our entire chargeback process end to end: monitor incoming disputes, gather evidence, build and submit representments before the deadline, and track win rates.
- Handle all escalated customer cases: angry customers, complaints, refund and goodwill decisions. You will have the authority to make these decisions yourself within agreed limits.
- Own the returns and refunds experience. Make sure refunds are processed fast, returns are easy to initiate, and customers always know where their return stands. Slow refunds are one of the biggest dispute drivers in apparel.
- Analyse root causes. Tag and categorise tickets, find out what drives our support spikes and our chargebacks, and report on it monthly.
- Track sizing and fit complaints and report them back to us so we can fix product pages and size guides.
- Reduce disputes at the source: proactive delay notifications, clearer delivery expectations, faster refunds, clearer billing descriptors.
- Build the playbooks, macros and SLAs our support team will work from.

WHAT WE REQUIRE

- Hands-on experience fighting chargebacks for an ecommerce store. This is the single most important requirement.
- Experience with Shopify, and with a fashion or apparel brand. You understand sizing complaints, returns, exchanges and wardrobing.
- Experience with a helpdesk tool Re;amaze
- Excellent written English. You will be writing directly to North American customers.
- Strong discipline around deadlines. A missed dispute window is an automatic loss.
- Able to work independently and report proactively. We do not want to chase you for updates.

NICE TO HAVE

- Experience with chargeback automation tools such as Chargeflow or Disputifier.
- Experience with Whop and Shopify Payments.
- Experience at a store that scaled quickly or dealt with unpredictable volume spikes.

WORKING HOURS

At the start the working hours will be part time and eventually when there is more work you can grow out to be fulltime employee. We need someone that is flexibel also in the weekends.

HOW TO APPLY

Please do not send a generic application. Applications missing the items below will be ignored.

1. Describe one chargeback case you personally fought. What was the reason code, what evidence did you submit, and did you win?
2. We receive 20 to 50 chargebacks per month on an apparel store selling to the US and Canada. In your first 30 days, what would you look at first to bring that number down?
3. List the helpdesk and chargeback tools you have used, and for how long.
4. Start your reply with the word DISPUTE so we know you read this.

We reply to every application that follows these steps.

SKILL REQUIREMENT
Shopify Customer Support Communication
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