Chargeback and Dispute Resolution Specialist at Hyprwork in Remote

About Us

Hyprwork is a fast-growing operator of direct-to-consumer brands in health and wellness. Our flagship brand, Rejuvacare, serves over 400,000 customers who trust us with their health and their money. We ship primarily to the United States, offer a 90-day money-back guarantee, and run a RejuvaCare+ membership program that powers recurring revenue. The company has scaled 12x in a single year to nearly 150 people across 15+ countries. We are remote-first, async-first, and hold a high standard of accountability across everything we do.

The Role

The Chargeback and Dispute Resolution Specialist manages the full lifecycle of payment disputes and chargebacks filed against Hyprwork brands. You are a critical line of defense: protecting the company from fraudulent and invalid disputes while ensuring legitimate customer concerns are resolved fairly. You will investigate claims, compile compelling evidence packages, submit rebuttals to payment processors within mandated deadlines, track outcomes, and work cross-functionally to reduce chargeback rates over time.

Rejuvacare processes thousands of orders monthly. The chargeback rate directly impacts payment processing relationships, fees, and the ability to operate at scale. This role requires precision, deadline discipline, and the analytical mindset to identify fraud patterns and recommend preventive measures.

What You Will Own

Dispute Investigation and Rebuttal

Receiving and triaging all incoming chargeback notifications from payment processors (Stripe, PayPal, credit card networks). Investigating each dispute by reviewing order history, customer communications, shipping records, and call logs. Building comprehensive rebuttal packages with evidence tailored to each dispute reason code. Submitting responses within processor-mandated deadlines with zero late submissions.

Tracking, Reporting, and Prevention

Tracking chargeback win rates, dispute amounts, and outcome trends. Identifying fraud patterns and coordinating with management to implement preventive measures. Communicating with customers when a dispute can be resolved pre-chargeback through proactive outreach. Preparing monthly reports on chargeback volume, win/loss rates, and financial impact. Maintaining compliance with card network rules (Visa, Mastercard, AMEX chargeback regulations).

Cross-Functional Collaboration

Collaborating with the CS team to ensure documentation practices support future dispute defense. Working with finance to track financial impact of chargebacks. Surfacing patterns that indicate policy, process, or product issues to the relevant teams.