Virtual Marketplace Operations Specialist - Dispute & Refund Management
Job Summary
Chewy is seeking a detail-oriented and customer-focused Virtual Marketplace Operations Specialist – Dispute & Refund Management to support our growing e-commerce operations. In this role, you will be responsible for managing customer disputes, refunds, and chargebacks across multiple virtual marketplace platforms. You will play a critical role in protecting revenue, ensuring policy compliance, and delivering a fair and positive experience for both customers and partners. This position is ideal for professionals who thrive in a fast-paced, data-driven environment and are passionate about operational excellence and customer advocacy.
Key Responsibilities
• *
Review, investigate, and resolve customer disputes, refunds, and chargebacks in accordance with company policies and marketplace guidelines
• *
Analyze transaction data, customer communications, and supporting documentation to make accurate and timely decisions
• *
Coordinate with internal teams such as Customer Service, Finance, Risk, and Legal to resolve complex cases
• *
Maintain accurate records and documentation of dispute resolutions and refund decisions
• *
Identify trends, root causes, and recurring issues related to disputes and refunds
• *
Recommend process improvements to reduce dispute volume and improve resolution efficiency
• *
Ensure compliance with marketplace standards, payment processor rules, and internal controls
• *
Meet established productivity, accuracy, and quality benchmarks
• Required Skills and Qualifications
• *
Strong analytical and problem-solving skills with high attention to detail
• *
Excellent written and verbal communication skills
• *
Ability to interpret policies, procedures, and transactional data
• *
Proficiency in using case management systems, CRM tools, and spreadsheets
• *
Strong time management skills with the ability to handle multiple cases simultaneously
• *
Customer-centric mindset balanced with sound business judgment
• Experience
• *
1–3 years of experience in e-commerce operations, dispute resolution, refunds, chargebacks, payments, or marketplace support preferred
• *
Experience working in a virtual or remote environment is an advantage
• *
Prior exposure to online marketplaces, payment platforms, or financial operations is a plus
• Working Hours
• *
Full-time, remote position
• *
Standard business hours with flexibility based on business needs
• *
Occasional extended hours may be required during peak periods or escalations
• Knowledge, Skills, and Abilities
• *
Knowledge of e-commerce dispute and refund processes
• *
Understanding of payment processing, fraud prevention, and chargeback lifecycles
• *
Ability to apply policies consistently while exercising sound judgment
• *
Strong organizational skills and ability to work independently
• *
Adaptability to changing priorities, tools, and processes in a fast-paced environment
• Benefits
• *
Competitive salary and performance-based incentives
• *
Comprehensive health, dental, and vision insurance
• *
Paid time off, holidays, and wellness programs
• *
Employee discounts on Chewy products
• *
Remote work flexibility and supportive virtual culture
• *
Opportunities for learning, development, and career growth
• Why Join Chewy
At Chewy, we are passionate about pets and the people who love them. Joining our team means being part of a mission-driven organization that values innovation, collaboration, and customer obsession. We invest in our employees, encourage continuous improvement, and provide opportunities to grow within a dynamic and inclusive workplace—all while making a meaningful impact on millions of pet parents.
How to Apply
Interested candidates are encouraged to apply online through Chewys official careers page. Please submit your updated resume and, if applicable, a brief cover letter highlighting your relevant experience. Qualified applicants will be contacted for the next steps in the selection process.
Apply Now
Apply Now
Chewy is seeking a detail-oriented and customer-focused Virtual Marketplace Operations Specialist – Dispute & Refund Management to support our growing e-commerce operations. In this role, you will be responsible for managing customer disputes, refunds, and chargebacks across multiple virtual marketplace platforms. You will play a critical role in protecting revenue, ensuring policy compliance, and delivering a fair and positive experience for both customers and partners. This position is ideal for professionals who thrive in a fast-paced, data-driven environment and are passionate about operational excellence and customer advocacy.
Key Responsibilities
• *
Review, investigate, and resolve customer disputes, refunds, and chargebacks in accordance with company policies and marketplace guidelines
• *
Analyze transaction data, customer communications, and supporting documentation to make accurate and timely decisions
• *
Coordinate with internal teams such as Customer Service, Finance, Risk, and Legal to resolve complex cases
• *
Maintain accurate records and documentation of dispute resolutions and refund decisions
• *
Identify trends, root causes, and recurring issues related to disputes and refunds
• *
Recommend process improvements to reduce dispute volume and improve resolution efficiency
• *
Ensure compliance with marketplace standards, payment processor rules, and internal controls
• *
Meet established productivity, accuracy, and quality benchmarks
• Required Skills and Qualifications
• *
Strong analytical and problem-solving skills with high attention to detail
• *
Excellent written and verbal communication skills
• *
Ability to interpret policies, procedures, and transactional data
• *
Proficiency in using case management systems, CRM tools, and spreadsheets
• *
Strong time management skills with the ability to handle multiple cases simultaneously
• *
Customer-centric mindset balanced with sound business judgment
• Experience
• *
1–3 years of experience in e-commerce operations, dispute resolution, refunds, chargebacks, payments, or marketplace support preferred
• *
Experience working in a virtual or remote environment is an advantage
• *
Prior exposure to online marketplaces, payment platforms, or financial operations is a plus
• Working Hours
• *
Full-time, remote position
• *
Standard business hours with flexibility based on business needs
• *
Occasional extended hours may be required during peak periods or escalations
• Knowledge, Skills, and Abilities
• *
Knowledge of e-commerce dispute and refund processes
• *
Understanding of payment processing, fraud prevention, and chargeback lifecycles
• *
Ability to apply policies consistently while exercising sound judgment
• *
Strong organizational skills and ability to work independently
• *
Adaptability to changing priorities, tools, and processes in a fast-paced environment
• Benefits
• *
Competitive salary and performance-based incentives
• *
Comprehensive health, dental, and vision insurance
• *
Paid time off, holidays, and wellness programs
• *
Employee discounts on Chewy products
• *
Remote work flexibility and supportive virtual culture
• *
Opportunities for learning, development, and career growth
• Why Join Chewy
At Chewy, we are passionate about pets and the people who love them. Joining our team means being part of a mission-driven organization that values innovation, collaboration, and customer obsession. We invest in our employees, encourage continuous improvement, and provide opportunities to grow within a dynamic and inclusive workplace—all while making a meaningful impact on millions of pet parents.
How to Apply
Interested candidates are encouraged to apply online through Chewys official careers page. Please submit your updated resume and, if applicable, a brief cover letter highlighting your relevant experience. Qualified applicants will be contacted for the next steps in the selection process.
Apply Now
Apply Now