Payments Dispute & Chargeback Specialist - Remote

Location: Remote — Mexico, Brazil, Argentina, Eastern Europe, or other international locations

About the Role

We are looking for a Chargeback & Dispute Specialist to manage and investigate payment disputes across our platform. This role is responsible for handling the full dispute lifecycle, preparing strong evidence submissions, and helping reduce chargeback rates across the business.

Lumimeds operates in a high-volume e-commerce and telehealth environment, where efficient dispute management and fraud prevention are critical to protecting revenue and maintaining compliance with card network thresholds.

This role works closely with payments operations, customer support, and fraud prevention teams to investigate disputed transactions and identify patterns that may indicate fraud, misuse, or operational gaps.

Key Responsibilities

Chargeback Lifecycle Management

Manage the end-to-end chargeback process from dispute notification to final resolution

Review incoming disputes from Stripe and other payment processors

Understand and categorize disputes based on card network reason codes

Ensure disputes are responded to within required deadlines

Dispute Investigation

Investigate transactions and customer activity to determine the validity of disputes

Analyze relevant information such as:

transaction history

account activity

IP address and device information

billing and shipping data

customer communication history

Identify cases of potential friendly fraud, unauthorized transactions, or policy abuse

Evidence Compilation & Representment

Prepare and submit structured evidence packages to dispute chargebacks

Gather documentation such as:

proof of service or delivery

billing descriptors and transaction details

customer communications and support interactions

terms of service and refund policy acknowledgement

account activity logs

Ensure evidence submissions meet Visa, Mastercard, and payment processor requirements

Fraud & Risk Monitoring

Monitor dispute trends and identify fraud patterns or abuse behaviors

Flag suspicious transactions and coordinate with internal teams to mitigate risk

Assist in improving internal fraud detection and prevention processes

Cross-Team Collaboration

Work closely with Customer Support to resolve disputes before they escalate into chargebacks

Coordinate with Finance and Payments Operations on reporting and reconciliation

Provide feedback to internal teams on areas that may reduce future disputes

Reporting & Performance Tracking

Track and report key metrics such as:

chargeback ratio

dispute win rate

dispute resolution time

fraud trends

Help maintain chargeback ratios below card network monitoring thresholds

Identify operational improvements to reduce future disputes

Requirements

4+ years experience handling chargebacks, payment disputes, or fraud investigations

Experience working with Stripe, NMI, or other payment gateways

Understanding of Visa, Mastercard, and card network dispute processes

Strong attention to detail and analytical thinking

Experience compiling dispute evidence and documentation

Strong written communication (for bank dispute responses)

Comfortable working in a fast-paced startup environment

Nice to Have

Experience in telehealth businesses or e-commerce companies

Experience using tools like Disputeninja, Vector Payment, or chargeback management platforms

Familiarity with fraud detection or payment risk tools

Advanced Excel / data analysis skills