Dispute Manager - Shopify - PayPal

Dear,
We are looking for an experienced Disputes Manager to join our team full-time. This role requires a highly analytical and detail-oriented professional with a proven track record in handling PayPal disputes and Shopify chargebacks. The ideal candidate must have strong strategic thinking skills, established workflows, and the ability to optimize dispute win rates while reducing overall claim rates.

Responsibilities:

- Manage and respond to PayPal disputes and Shopify chargebacks efficiently.
- Develop and implement effective workflows and strategies to increase win rates.
- Track and analyze win/loss rates and claim rates, continuously refining processes for better results.
- Identify patterns and take proactive steps to reduce disputes and chargebacks.
- Collaborate with customer service and fulfillment teams to prevent potential disputes before they arise.
- Maintain accurate records and reports to ensure transparency and performance tracking.

Requirements:

- 3+ years of experience in handling PayPal disputes and Shopify chargebacks.
- Proven track record of win/loss rates and claim rate reduction.
- Strong knowledge of eCommerce policies and payment disputes.
- Ability to analyze dispute trends and adjust workflows accordingly.
- Excellent problem-solving and communication skills.
- Fluent in English (both written and spoken).
- Available Monday to Sunday, including team calls.
- Organized, proactive, and able to work independently in a fast-paced environment.

Application Instructions:

If you believe you are the right fit and can contribute to our company’s success, please:

1) Respond to this post with an introduction video of yourself
2) Answer the following questions in your job application (not in your video introduction):

- How many years of experience do you have as a dispute manager?
- Do you have experience with Shopify? If yes, for how long?
- Do you have experience with dropshipping?
- How many disputes on PayPal have you handled roughly?
- How many chargebacks have you handled in Shopify roughly?
- What was your win/loss rate in PayPal in your previous role?
- What was your claim rate in PayPal in your previous role?
- Are you available Monday to Sunday?
- Do you currently have other jobs?
- When can you start?

I look forward to your proposal. Thank you!

Best regards,
Tess