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

• Review, investigate, and resolve customer disputes, refunds, and chargebacks in accordance with company policies and marketplace guidelines

• Analyze transaction data, customer communications, and supporting documentation to make accurate and timely decisions

• Coordinate with internal teams such as Customer Service, Finance, Risk, and Legal to resolve complex cases

• Maintain accurate records and documentation of dispute resolutions and refund decisions

• Identify trends, root causes, and recurring issues related to disputes and refunds

• Recommend process improvements to reduce dispute volume and improve resolution efficiency

• Ensure compliance with marketplace standards, payment processor rules, and internal controls

• Meet established productivity, accuracy, and quality benchmarks

Required Skills and Qualifications

• Strong analytical and problem-solving skills with high attention to detail

• Excellent written and verbal communication skills

• Ability to interpret policies, procedures, and transactional data

• Proficiency in using case management systems, CRM tools, and spreadsheets

• Strong time management skills with the ability to handle multiple cases simultaneously

• Customer-centric mindset balanced with sound business judgment

Experience

• 1–3 years of experience in e-commerce operations, dispute resolution, refunds, chargebacks, payments, or marketplace support preferred

• Experience working in a virtual or remote environment is an advantage

• Prior exposure to online marketplaces, payment platforms, or financial operations is a plus

Working Hours

• Full-time, remote position

• Standard business hours with flexibility based on business needs

• Occasional extended hours may be required during peak periods or escalations

Knowledge, Skills, and Abilities

• Knowledge of e-commerce dispute and refund processes

• Understanding of payment processing, fraud prevention, and chargeback lifecycles

• Ability to apply policies consistently while exercising sound judgment

• Strong organizational skills and ability to work independently

• Adaptability to changing priorities, tools, and processes in a fast-paced environment

Benefits

• Competitive salary and performance-based incentives

• Comprehensive health, dental, and vision insurance

• Paid time off, holidays, and wellness programs

• Employee discounts on Chewy products

• Remote work flexibility and supportive virtual culture

• 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.