Job Description
Company Description Dropbox supports hundreds of millions of creators and innovators around the world. Our mission is to unleash the world's creative energy by designing a more enlightened way of working. As we continue to build the best place to create, share, and work with others, there's a perfect spot for you to grow with us. Team Description The Customer Experience team simplifies how users and customers interact with Dropbox. They focus on understanding the customer journey as well as where they can simplify interactions and improve the Customer Experience. Role Description The Dispute Resolution Specialist is a key member of our Tier 2 Support team, responsible for managing and resolving customer disputes and chargebacks. These disputes often arise when customers believe they were incorrectly charged or did not receive the expected service or product. The Specialist will review and process disputes, gather and submit supporting evidence, and take necessary actions based on the outcome of each dispute. This is a fully remote role (within Ireland) on a 6 month roll over contract Responsibilities: Dispute Management: Handle disputes related to fraudulent charges, subscription cancellations, and product issues. Ensure disputes are processed according to internal guidelines, including actions like shadow banning and account blocking when necessary. Evidence Collection: Accurately collect and submit all necessary evidence to support or contest disputes. This includes gathering screenshots, customer activity logs, and other documentation from internal tools like Zendesk and the Admin App. Inquiry Handling: Manage and respond to inquiries initiated by customers through their banks. Process refunds or submit evidence in Stripe based on the inquiry details and internal best practices. Documentation: Maintain detailed and accurate records in Zendesk and the Admin App. Ensure all actions taken during the dispute process are documented and linked to the appropriate customer accounts. Process Monitoring: Regularly monitor Stripe for new disputes, early fraud warnings, and ensure timely action is taken on all alerts and notifications. Ideal Candidate: The ideal candidate for the Dispute Resolution Specialist role should possess: Experience in Dispute Resolution: A strong background in handling chargebacks, disputes, and evidence submission within an online payment or subscription environment. Attention to Detail: Exceptional organizational skills to manage multiple disputes and ensure thorough and accurate documentation. Analytical Skills: Ability to assess the validity of disputes, identify patterns of fraudulent activity, and determine the appropriate course of action. Technical Proficiency: Proficient with tools such as Zendesk, Stripe, and internal customer management systems for managing disputes and processing evidence. This role is well-suited for someone who is detail-oriented, doesn't mind repetitive tasks, and enjoys the challenge of collecting and organizing evidence to resolve disputes effectively. Note: Please apply only if you are currently in this location and eligible to work full-time in Ireland. (only Shortlisted candidates will be contacted) Skills: dispute resolution attention to detail analytical skills customer service IT Benefits: Work From Home