Chargeback & Dispute Specialist | 100% remote | A-players only

About the job

Backbone Customer Service is hiring its first Chargeback & Dispute Specialist. This is an A-player role.

You will be the person our clients trust when real money is on the line. Disputes and chargebacks are where eCommerce brands win or lose serious amounts of money, and you will own that battlefield across all of our clients. This is a brand-new role in our company: the processes don't exist yet. You will build them together with us.

We are looking for someone who takes ownership, works with extreme precision, communicates clearly, and performs well under pressure. If you want a loose environment with low accountability, or you need a manual for every situation, this is not the right fit.

What you'll do:

You will manage payment disputes end-to-end for eCommerce brands on Shopify across PayPal, Stripe, Klarna, Whop, Shopify Payments, and every other payment processor our clients use.

Your work will include:

• preventing disputes before they happen: spotting at-risk cases early and resolving them with the customer via email, because a dispute you prevent is a dispute you win
• handling open disputes end-to-end: investigating the case, deciding the response strategy, and executing it inside the processor's dashboard
• building winning evidence packages: order details, tracking and delivery confirmation, customer communication logs, policy acceptance, complete, accurate, and submitted on time
• never missing a processor deadline, deadlines in this job are hard limits, not targets
• working across all of our clients and switching between brands, products, and dispute types without losing accuracy
• knowing when to follow the process and when to deviate from it to reach a solution that protects the client
• building the playbook: documenting processes, templates, and evidence standards as you go, so that what you learn becomes how we work
• tracking outcomes and win rates, spotting root causes, and recommending fixes that reduce dispute volume over time

What we're looking for:

Two things are non-negotiable. Without both, your application will not be considered:

• Hands-on experience handling disputes/chargebacks in payment processors (PayPal, Stripe, Klarna, or similar)
• Zendesk experience

On top of that:

• Extreme attention to detail: in this role, a sloppy evidence file loses real money
• Comfortable working where processes are not defined yet: you build structure instead of waiting for it
• Able to switch quickly between different clients, products, and dispute types
• Strong judgment: you see the process, and you know when deviating from it is the right call
• Clear, professional written English
• Discreet and trustworthy: you'll work with sensitive financial and customer data
• A-player mindset: reliable, proactive, coachable
• Comfortable working independently in a virtual office

Salary & Benefits:

• Base salary: €5/hour during the 3-month training period
• After training: €6/hour
• Hours: you will gradually build up to full-time hours after onboarding
• Performance bonus: to be determined, most likely on win-rate
• Signing bonus: €100 upon successful hiring
• Referral bonus: €150
• Unlimited leave days: must be requested and approved 2 months in advance
• 100% remote
• Team meetings in Albania

Who should apply?

Apply if you are an A-player who wants:

• real responsibility
• to build a role from scratch instead of inheriting one
• a serious team with clear standards
• room to grow as the first specialist in a new function
• a performance-based environment

How applying works:

1. Send us your CV and answer the screening questions when applying via LinkedIn. The dispute and Zendesk experience questions are knockout questions
2. After you get through CV selection, we'll ask you to make a short video about yourself answering some questions
3. After you get through the video selection, you will have an interview with our COO in Albanian (English proficiency is tested)
4. After passing that interview you will be on a 2nd interview testing your skills
5. After internal review we will let you know if you've made it to the team.