Chargeback & Dispute Specialist (Remote)

About the role

Backbone Customer Service is looking for a dedicated Chargeback & Dispute Specialist to manage payment disputes for eCommerce brands on Shopify. You will act as the trusted point of contact for clients when real money is at stake, ensuring disputes are resolved efficiently and accurately.

Key responsibilities

• Prevent disputes by identifying at‑risk cases early and resolving them via email.
• Handle open disputes end‑to‑end: investigate, decide strategy, and execute within payment processor dashboards.
• Build comprehensive evidence packages with order details, tracking, communication logs, and policy acceptance.
• Meet all processor deadlines without exception.
• Switch seamlessly between multiple clients, brands, and dispute types while maintaining precision.
• Document processes, templates, and evidence standards to create a reusable playbook.
• Track outcomes, analyze win rates, identify root causes, and recommend improvements to reduce future dispute volume.

Required profile

• Hands‑on experience handling disputes/chargebacks on platforms such as PayPal, Stripe, Klarna, or similar.
• Proficiency with Zendesk for ticket management.
• Extreme attention to detail and ability to work independently in a virtual office.
• Strong judgment to follow or deviate from processes when necessary.
• Clear, professional written English and a trustworthy attitude.

Required skills

• PayPal
• Stripe
• Klarna
• Whop
• Shopify Payments
• Zendesk

What we offer

• Base salary €5/hour during a 3‑month training period, then €6/hour.
• Performance‑based bonus tied to win‑rate.
• Signing bonus of €100 and referral bonus of €150.
• Unlimited leave days (subject to request).
• Remote work with the opportunity to build up to full‑time hours.