Chargeback & Refunds Specialist

About the Role

We're looking for a Payment Specialist to handle the day-to-day payment operations for our e-commerce brands. You'll answer payment-related customer questions, process refunds, respond to chargebacks and disputes, and work directly in our payment provider dashboards (Stripe, PayPal, and others). You'll work closely with our Operations and CS team to keep payments running smoothly and customers happy.

About Us

At Cohypes, we grow and scale multiple brands in the health, beauty, and wellness space. We don't just build brands; we build operational systems that allow those brands to scale globally with speed and precision. As we continue to expand across the USA, UK, Europe, and Amazon marketplaces, we’re looking for a highly organized operations leader who is excited to take ownership of our global inventory and fulfillment ecosystem.

We believe great work happens when people feel valued. Here, your perspective matters, your ideas are welcome, and your voice has a real impact on how we grow. You’ll join a supportive team that encourages collaboration, open communication, and genuine trust.

Responsibilities

Customer support & refunds

• Respond to payment-related customer inquiries (failed payments, double charges, refund status, billing questions) via email and helpdesk tickets
• Process refunds, partial refunds, and cancellations accurately according to brand policies
• Work with the CS team to resolve customer issues before they escalate into disputes or chargebacks
• Communicate clearly and empathetically with customers, even in difficult or frustrated conversations

Chargebacks, disputes & claims

• Monitor and manage incoming chargebacks, disputes, and claims across all payment providers (Stripe, PayPal, etc.)
• Gather evidence (order details, tracking, customer communication, policies) and submit dispute responses within provider deadlines
• Track dispute outcomes, reason codes, and win rates in our reporting sheets
• Flag recurring patterns (e.g. "item not received", "product not as described") to the Payments Manager and CS team
• Handle PayPal claims and resolution center cases end to end

Payment provider operations

• Work daily in payment provider dashboards to review transactions, refunds, and alerts
• Review flagged or suspicious orders and help identify potential fraud
• Assist with account-related requests from payment providers (document requests, verification, account reviews)
• Contact payment provider support when issues arise and follow up until resolved
• Keep internal documentation and process guides (SOPs) up to date

Reporting & admin

• Maintain daily and weekly trackers for refunds, disputes, and chargebacks
• Support the Payments Manager with data pulls and reporting on payment KPIs
• Follow internal processes consistently across multiple brands and suggest improvements where you see them

Requirements

• 1–2+ years of experience in customer support, payments, billing, or dispute handling, ideally in e-commerce or DTC
• Hands-on experience with Stripe and/or PayPal, especially refunds, disputes, and chargebacks
• Understanding of how chargebacks work (reason codes, evidence, deadlines) is a strong plus
• Excellent written English. You'll be writing to customers and preparing dispute evidence for US, UK, and EU markets
• Strong attention to detail. Accuracy matters when money is involved
• Comfortable working with spreadsheets (Google Sheets / Excel) for tracking and reporting
• Experience with helpdesk tools (e.g. Gorgias, Zendesk, Intercom) and e-commerce platforms such as Shopify is a plus
• Organized and able to manage multiple brands, queues, and deadlines at once
• Reliable and self-motivated, able to work independently in a remote setup
• Willingness to work hours that overlap with our European team
• Stable internet connection and a suitable home office setup

Perks & Compensation

• Compensation: $900-1,800 USD per month, depending on experience
• Fully remote - work from anywhere in the Philippines
• 20 days paid vacation annually
• 40 hours/week, consistent week-to-week structure
• Opportunity to grow within a multi-brand e-commerce team in a fast-growing health & wellness portfolio