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
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Review, investigate, and resolve customer disputes, refunds, and chargebacks in accordance with company policies and marketplace guidelines
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Analyze transaction data, customer communications, and supporting documentation to make accurate and timely decisions
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Coordinate with internal teams such as Customer Service, Finance, Risk, and Legal to resolve complex cases
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Maintain accurate records and documentation of dispute resolutions and refund decisions
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Identify trends, root causes, and recurring issues related to disputes and refunds
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Recommend process improvements to reduce dispute volume and improve resolution efficiency
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Ensure compliance with marketplace standards, payment processor rules, and internal controls
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Meet established productivity, accuracy, and quality benchmarks
- Required Skills and Qualifications
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Strong analytical and problem-solving skills with high attention to detail
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Excellent written and verbal communication skills
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Ability to interpret policies, procedures, and transactional data
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Proficiency in using case management systems, CRM tools, and spreadsheets
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Strong time management skills with the ability to handle multiple cases simultaneously
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Customer-centric mindset balanced with sound business judgment
- Experience
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1–3 years of experience in e-commerce operations, dispute resolution, refunds, chargebacks, payments, or marketplace support preferred
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Experience working in a virtual or remote environment is an advantage
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Prior exposure to online marketplaces, payment platforms, or financial operations is a plus
- Working Hours
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Full-time, remote position
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Standard business hours with flexibility based on business needs
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Occasional extended hours may be required during peak periods or escalations
- Knowledge, Skills, and Abilities
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Knowledge of e-commerce dispute and refund processes
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Understanding of payment processing, fraud prevention, and chargeback lifecycles
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Ability to apply policies consistently while exercising sound judgment
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Strong organizational skills and ability to work independently
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Adaptability to changing priorities, tools, and processes in a fast-paced environment
- Benefits
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Competitive salary and performance-based incentives
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Comprehensive health, dental, and vision insurance
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Paid time off, holidays, and wellness programs
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Employee discounts on Chewy products
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Remote work flexibility and supportive virtual culture
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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 tot his job Apply To this Job