EXPERIENCED Ecommerce Dispute & Chargeback Manager

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: TYPE OF WORK

Full Time

: SALARY

TBD

: HOURS PER WEEK

48

: DATE UPDATED

Aug 18, 2026

JOB OVERVIEW

Summary

We are looking for a Dispute & Chargeback Manager to lead our dispute resolution function across PayPal, Klarna, and Airwallex, along with Shopify chargebacks. This role owns our overall chargeback strategy, manages a team of dispute representatives, and is directly accountable for protecting company revenue through high dispute win rates and strong process discipline.

Key Responsibilities
- Own end-to-end dispute and chargeback strategy across PayPal, Klarna, Airwallex, and Shopify chargebacks (Visa, Mastercard, Amex, etc.)
- Lead, train, and manage a team of Dispute & Chargeback Representatives, reviewing case quality and evidence submissions
- Set and monitor win-rate targets, KPIs, and SLAs across all payment providers and dispute types
- Analyze dispute trends (INR, SNAD, unauthorized, fraud, etc.) at scale and develop defense playbooks tailored to each platform
- Build and maintain SOPs, escalation paths, and evidence templates to standardize team performance
- Partner with Customer Support, Supply Chain, and Finance leadership to close evidence gaps and reduce dispute volume at the root cause
- Own reporting on dispute outcomes, win rates, and loss trends across Google Sheets / internal dashboards, presenting insights to leadership
- Identify recurring dispute and fraud patterns; recommend and implement preventive policy, product, or checkout-flow changes
- Manage relationships and escalations with PayPal, Klarna, Airwallex, and Shopify support/dispute teams as needed

Requirements (Must-Have)
- Proven experience managing or leading dispute/chargeback operations, ideally with direct team management experience
- Proven hands-on experience handling PayPal disputes and Shopify chargebacks (MUST)
- Direct hands-on experience with Klarna disputes and Airwallex chargebacks (MUST)
- Direct experience working with e-commerce / dropshipping stores, ideally across multiple brands
- Deep understanding of dispute types and defense strategy across multiple payment providers
- Familiar with PayPal Resolution Center, Klarna's dispute portal, Airwallex dispute workflows, and Shopify's chargeback process
- Strong analytical skills — comfortable building reports and identifying patterns in dispute data
- Excellent written communication and documentation skills
- Ability to manage competing deadlines across multiple platforms and team members simultaneously
- Honest, structured, and process-driven leadership mindset

Nice to Have
- Experience scaling dispute operations across multiple stores / brands
- Knowledge of EU consumer disputes and chargeback rules
- Experience with fraud prevention tools or chargeback management platforms

How to Apply

Please submit:
- Your resume (PDF)

SKILL REQUIREMENT

Ecommerce Shopify Chargeback Analysis

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EXPERIENCED Ecommerce Dispute & Chargeback Manager

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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