LumiMeds is looking for a Payments Dispute & Chargeback Specialist to own the investigation and resolution of payment disputes across our platform. In this role, you will manage the entire chargeback process, prepare compelling evidence submissions, and help protect our revenue in a fast-growing, remote-first startup.
What You'll Do
- Manage the end-to-end chargeback process from dispute notification to final resolution.
- Review incoming disputes from Stripe and other payment processors, ensuring responses are submitted within required deadlines.
- Investigate transactions by analyzing account activity, IP and device data, billing and shipping information, and customer communication history.
- Identify cases of potential friendly fraud, unauthorized transactions, or policy abuse.
- Prepare and submit structured evidence packages to dispute chargebacks, gathering proof of service, billing descriptors, transaction details, and customer communications.
- Monitor dispute trends to identify fraud patterns and flag suspicious transactions for internal teams.
- Work closely with Customer Support to resolve disputes before they escalate into chargebacks.
- Coordinate with Finance and Payments Operations on reporting and reconciliation.
- Track and report key metrics such as chargeback ratio, dispute win rate, and resolution time.
- Identify operational improvements to reduce future disputes and help maintain chargeback ratios below network thresholds.
What We're Looking For
- 4+ years of experience handling chargebacks, payment disputes, or fraud investigations.
- Direct experience working with Stripe, NMI, or other payment gateways.
- A solid understanding of Visa, Mastercard, and other card network dispute processes and reason codes.
- Strong attention to detail and analytical thinking skills.
- Proven experience compiling thorough dispute evidence and documentation.
- Strong written communication skills for crafting effective bank dispute responses.
- Comfort working in a fast-paced, evolving startup environment.
Nice to Have
- Experience in telehealth businesses or e-commerce companies.
- Familiarity with tools like Disputeninja, Vector Payment, or other chargeback management platforms.
- Knowledge of fraud detection or payment risk tools.
- Advanced Excel or data analysis skills.
Technical Stack
- Stripe
- NMI
Team & Environment
You will work closely with our payments operations, customer support, and fraud prevention teams in a collaborative, cross-functional structure.
Work Mode
This is a fully remote position open to candidates globally, with a focus on Mexico, Brazil, Argentina, Eastern Europe, and other international locations.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
