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Chargeback / Dispute Specialist — Part-Time Remote (Stripe + Supabase) - Contract to Hire
Profitable self-funded SaaS business needs an experienced chargeback specialist, ~15 hrs/week to start. Stripe-only. Must be comfortable with Supabase, direct customer outreach, and occasional video calls. English fluency required.
The work. Respond to every new Stripe dispute within 48 hours of it landing in the queue. Pull evidence from Supabase (payment history, product usage, cancellation-flow events) and assemble it into a package. Write clear cover letters tailored to each reason code. Categorize uploaded evidence correctly in Stripe's form — not just dumping everything into "Other." Reach out to customers directly by email when a withdrawal-and-refund is the faster resolution. Hop on video calls when needed (customer calls for complex cases, internal syncs with our COO). Flag repeat disputers and abusive patterns. Track outcomes in a simple win/loss log. Flag upstream friction causing repeat disputes so we can fix the product side.
Context. We have ~90 open disputes in the queue right now. Our auto-loss rate is high because disputes aren't being answered in time — that's the first thing you fix. We win about 40% when we do respond; we want that higher. VAMP is currently above Visa's 0.5% threshold and we want to get back under it. Worst category is "subscription canceled" at a 3% win rate.
What you need. Minimum 2 years of hands-on Stripe dispute work — you've navigated the Counter Dispute flow hundreds of times. Solid understanding of Visa and Mastercard reason codes; if you don't know the difference between a 4837 and a 10.4, keep scrolling. Familiarity with VAMP thresholds. Working knowledge of Supabase (login, run queries in the SQL editor, export CSVs, navigate the table editor — not developer-level). Clear professional written and spoken English. Self-starting — no daily management available.
Nice to have. Experience at another subscription SaaS. Familiarity with Kount, Equifax Ethoca, Recurly, or similar. Experience drafting SOPs.
Details. ~15 hrs/week, propose your own hourly rate, ongoing contract through Upwork, start immediately, report to our COO. Tools: Stripe, Supabase, Gmail, Slack, Notion.
How to apply. In your proposal, include: (1) how many Stripe disputes you've personally submitted evidence on in the last 12 months and your approximate win rate, (2) a short description of the last "subscription canceled" dispute you won and why the evidence worked, (3) your take in 2-3 sentences on the tradeoff between hiring a chargeback specialist versus adopting a platform like Kount's MIdigator, (4) your proposed hourly rate, hours/week availability, and timezone. Skip the generic cover letter — we'll read responses that address these four points and delete everything else. Best candidate starts this week.