Customer Service Specialist – Payments & Disputes

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the entire lifecycle of disputes and chargebacks for Adyen, PayPal, and American Express.

• Adhere to the response deadlines set by each payment provider.

• Construct evidence-based representment cases by utilizing transaction records, customer communications, usage logs, and acceptance of terms-of-service.

• Monitor and address dispute alerts from Verifi and Ethoca.

• Reconcile payment and dispute information across various provider platforms, internal systems, and bookkeeping software.

• Ensure the customer and case data in the company database is accurate, current, and well-maintained.

• Analyze trends in disputes, win/loss rates, and underlying causes.

• Propose strategies to decrease chargeback volume.

• Document and uphold backoffice and dispute-handling procedures.

• Collaborate with the broader Backoffice team to share insights and best practices.

• Acquire in-depth knowledge of the company’s products and services.

⛳️ Requirements

• Proficient in English.

• Located in the United States.

• Practical experience in backoffice or payment operations, preferably with Adyen, PayPal, or American Express.

• Capable of navigating multiple systems, internal tools, and bookkeeping software.

• Quick learner of new platforms.

• Analytical mindset with attention to detail when handling transaction data.

• Ability to write clearly, persuasively, and in a structured, evidence-supported manner.

• Solution-focused approach under deadline constraints.

• Capacity to work independently as well as collaboratively within a team.

• Strong dependability and ability to meet dispute-related deadlines.

• Familiarity with Ethoca, Verifi, or other chargeback prevention platforms (preferred).

• Experience in subscription-based businesses or SaaS (preferred).

• Proficiency in Spanish, German, French, or Italian (preferred).

🏝️ Benefits

• Part-time position (25–30 hours per week) offering flexibility.

• Professional development opportunities through learning resources, training, and conference support.

• Memorable team-building experiences, including EU meetups and the annual company summer getaway.

• Fully remote work environment.

• Clear responsibilities with noticeable impact on the business.

• Close collaboration with international colleagues, external advisors, and key business stakeholders.