Dispute Management Specialist

We are looking for an English-speaking Dispute Management Specialist with strong customer service skills and hands-on experience handling payment disputes. You’re someone who can stay calm when dealing with difficult cases, communicate clearly with customers, and make the right judgment when deciding how to respond.

What you’ll do:

As a Dispute Management Specialist, you’ll handle customer cases across different channels and take ownership of payment-related disputes, refunds, and escalations.

You’ll be trained on our dispute management processes and work closely with the team to handle cases efficiently and accurately. You’ll gain hands-on experience managing disputes through platforms such as PayPal, Adyen, Klarna and Stripe with a particular focus on PayPal disputes.

You’ll also:

• Manage and respond to payment disputes, ensuring cases are supported with accurate documentation and information
• Communicate proactively with customers to resolve disputes and find the best possible outcome
• Handle refunds and identify recurring issues or trends
• Use Zendesk and other CRM systems to manage and prioritize customer cases
• Deal with sensitive or negative customer feedback, including Trustpilot reviews, in a professional and customer-focused way
• Follow internal workflows for escalation and ticket prioritisation
• Use good judgment when deciding how to respond to different customer situations
• Provide clear reporting and feedback on recurring customer issues, disputes, and refund trends

You’re not just following scripts. You’ll need to understand each case, identify the root cause, and use your judgment to determine the best way forward.

• Chargeback experience 

What we’re looking for:

• Excellent English – both written and spoken
• Previous experience in dispute management, payments, or a similar role
• Hands-on experience handling PayPal disputes is a big plus for us.
• Experience with other payment platforms such as Adyen, Klarna, Stripe, or Airwallex is a strong advantage
• Strong digital and computer skills – you’re comfortable working across multiple platforms
• Experience with Zendesk or another CRM system
• Strong written communication skills – you know how to respond appropriately to different types of customers and situations
• Detail-oriented – you understand that accurate documentation is important when handling disputes
• A strong problem-solver who can investigate cases and identify the root cause
• Good judgment and a strong sense of customer service
• Comfortable working independently and taking ownership of cases

• Quick learner who can pick up new systems, processes, and platforms quickly

   

Practical details:

• Full-time role: Working hours are Monday to Friday, 9:00 – 18:00 CET
• Remote position
• You have your own laptop and a stable internet connection

• You use a noise-canceling headset for clear communication

   

Does this sound interesting? Please apply here – we’d be happy to jump on a call to discuss the role and your experience further.