Dispute Manager

About Us:

We are a thriving eCommerce dropshipping business with multiple stores in different countries. We’re a fast-growing team and love working with people who are as passionate about customer satisfaction as we are. Our team is always on the lookout for dedicated individuals who can contribute to our mission of keeping customers happy.

Role Overview:
As our Dispute Manager, you will play a critical role in handling customer complaints and disputes, particularly regarding refunds and product quality issues. Your goal will be to resolve cases efficiently while maintaining customer satisfaction. You’ll follow a clear process for managing disputes across multiple platforms and collaborate with our customer support team to ensure a smooth resolution process.

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Responsibilities:

Manage and resolve disputes on PayPal and Shopify.
Handle customer complaints with efficiency and professionalism.
Respond to all customer inquiries regarding disputes, refunds, and order-related issues.
Work with the customer support team to streamline dispute processes and ensure timely responses.
Ensure all dispute cases are resolved within a 24-hour window.
Contribute to improving support documentation and SOPs.
Required Skills & Experience:

Minimum 2 years of experience handling disputes on PayPal and Shopify.
Solid knowledge of Gorgias (support helpdesk), Shopify (eCommerce platform), and Slack (communication).
Experience in tracking and reporting on complaints and refunds.
Excellent verbal and written communication skills in English.
Strong organizational skills with attention to detail.
Ability to manage customer expectations and de-escalate tense situations.
What We Offer:

Video training sessions and SOP guidelines for you to follow.
Ongoing support from the Lead Customer Support to answer your questions.
A collaborative team and weekly meetings to stay aligned.
Opportunity to grow within the company, including a path to management roles for top performers.
Applicant Must:

Be fluent in English (both written and verbal).
Have a minimum of 2 years of experience in customer support or dispute management.
Be available for weekly team calls and consistently meet deadlines.
Be organized, self-motivated, and eager to learn and improve.
Be available for at least 40 hours per week once the full-time position begins (starting with a two-week part-time trial).
Not be currently working full-time elsewhere.
We look forward to your application!