Customer Support & Dispute Resolution Manager E-Commerce EU
About Us We operate multiple fast-growing e-commerce brands across the EU, offering a wide range of products through Shopify stores and other online platforms. We pride ourselves on delivering excellent customer experiences and are looking for a detail-oriented, proactive, and experienced Customer Support & Dispute/Chargeback Resolution Specialist to join our team. Your Role As a key part of our operations, you’ll handle customer inquiries, manage payment disputes, and ensure that every customer interaction reflects our brand’s quality standards. You’ll work closely with our operations and finance teams to reduce chargebacks and maintain high customer satisfaction. Responsibilities Handle daily customer support tickets via email and live chat (Shopify Inbox, Zendesk). Manage and respond to Klarna, Shopify, Stripe, and PayPal disputes efficiently and accurately. Investigate chargebacks and prepare documentation to support dispute claims. Track and analyze dispute outcomes to improve internal processes and minimize future losses. Maintain up-to-date and detailed records of all customer interactions and resolutions. Provide proactive updates to customers regarding orders, refunds, and delivery issues. Collaborate with logistics and fulfillment partners to resolve delivery or return issues. Requirements 2+ years of experience in e-commerce customer support (Shopify preferred). Hands-on experience managing Klarna, Shopify, Stripe, and PayPal disputes and chargebacks. Strong understanding of e-commerce operations, refund policies, and dispute lifecycles. Exceptional written communication skills in English (additional EU languages a plus). Detail-oriented, organized, and capable of handling multiple platforms simultaneously. Comfortable working independently and meeting response-time targets. Nice-to-Have Experience with CRM or helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk). Knowledge of EU consumer protection laws and online payment regulations. Experience in multi-brand or multi-store environments. What We Offer Competitive compensation based on experience. Flexible working hours within EU time zones. Opportunity to grow with a dynamic e-commerce company. A supportive remote-first team culture focused on excellence and improvement. ???? How to Apply If you’re passionate about customer experience, thrive in fast-paced e-commerce environments, ready to scale our back end, and have a proven record of handling disputes with precision — we want to hear from you! INCLUDE THE WORD "CUSTOMER SATISFACTION" IN YOUR APPLICATION SO WE KNOW YOU READ THIS JOB. POST Apply tot his job