Payments Dispute & Chargeback Specialist - Remote

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