支付争议与退款专员 - 远程

About LumiMeds

LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.

As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.

We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.

Location: Remote — Mexico, Brazil, Argentina, Eastern Europe, or other international locations

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

• Track and report key metrics such as:

• chargeback ratio

• dispute win rate

• dispute resolution time

• fraud trends

• Help maintain chargeback ratios below card network monitoring thresholds

• Identify operational improvements to reduce future disputes

Requirements

• 4+ years experience handling chargebacks, payment disputes, or fraud investigations

• Experience working with Stripe, NMI, or other payment gateways

• Understanding of Visa, Mastercard, and card network dispute processes

• Strong attention to detail and analytical thinking

• Experience compiling dispute evidence and documentation

• Strong written communication (for bank dispute responses)

• Comfortable working in a fast-paced startup environment

Nice to Have

• Experience in telehealth businesses or e-commerce companies

• Experience using tools like Disputeninja, Vector Payment, or chargeback management platforms

• Familiarity with fraud detection or payment risk tools

• Advanced Excel / data analysis skills

How to Apply

If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.

This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.

LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.

Please note: This role requires professional-level English communication and availability to work U.S. business hours.