Lumimeds
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Payments Dispute & Chargeback Specialist - Remote
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About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Location: Remote — Mexico, Brazil, Argentina, Eastern Europe, or other international locations
About the Role
We are looking for a Chargeback & Dispute Specialist to manage and investigate payment disputes across our platform. This role is responsible for handling the full dispute lifecycle, preparing strong evidence submissions, and helping reduce chargeback rates across the business.
Lumimeds operates in a high-volume e-commerce and telehealth environment, where efficient dispute management and fraud prevention are critical to protecting revenue and maintaining compliance with card network thresholds.
This role works closely with payments operations, customer support, and fraud prevention teams to investigate disputed transactions and identify patterns that may indicate fraud, misuse, or operational gaps.
Key Responsibilities
Chargeback Lifecycle Management
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Manage the end-to-end chargeback process from dispute notification to final resolution
- Review incoming disputes from Stripe and other payment processors
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Understand and categorize disputes based on card network reason codes
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Ensure disputes are responded to within required deadlines
Dispute Investigation
- Investigate transactions and customer activity to determine the validity of disputes
- Analyze relevant information such as:
- transaction history
- account activity
- IP address and device information
- billing and shipping data
- customer communication history
- Identify cases of potential friendly fraud, unauthorized transactions, or policy abuse
Evidence Compilation & Representment
- Prepare and submit structured evidence packages to dispute chargebacks
- Gather documentation such as:
- proof of service or delivery
- billing descriptors and transaction details
- customer communications and support interactions
- terms of service and refund policy acknowledgement
- account activity logs
- Ensure evidence submissions meet Visa, Mastercard, and payment processor requirements
Fraud & Risk Monitoring
- Monitor dispute trends and identify fraud patterns or abuse behaviors
- Flag suspicious transactions and coordinate with internal teams to mitigate risk
- Assist in improving internal fraud detection and prevention processes
Cross-Team Collaboration
- Work closely with Customer Support to resolve disputes before they escalate into chargebacks
- Coordinate with Finance and Payments Operations on reporting and reconciliation
- Provide feedback to internal teams on areas that may reduce future disputes
Reporting & Performance Tracking
- Track and report key metrics such as:
- chargeback ratio
- dispute win rate
- dispute resolution time
- fraud trends
- Help maintain chargeback ratios below card network monitoring thresholds
- Identify operational improvements to reduce future disputes
Requirements
- 4+ years experience handling chargebacks, payment disputes, or fraud investigations
- Experience working with Stripe, NMI, or other payment gateways
- Understanding of Visa, Mastercard, and card network dispute processes
- Strong attention to detail and analytical thinking
- Experience compiling dispute evidence and documentation
- Strong written communication (for bank dispute responses)
- Comfortable working in a fast-paced startup environment
Nice to Have
- Experience in telehealth businesses or e-commerce companies
- Experience using tools like Disputeninja, Vector Payment, or chargeback management platforms
- Familiarity with fraud detection or payment risk tools
- Advanced Excel / data analysis skills
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.
Ready to apply?
Apply to Lumimeds
Customer Support Operations Manager (United Kingdom)
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About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Location: Remote (Europe) — open to candidates across select European countries.
Work Hours: U.S. business hours
About the Role
We’re looking for an experienced Operations Manager for Customer Support to help run and scale our global support team. This role will work closely with our current Operations Manager (PH) and Team Lead, to improve workflows, drive performance, and ensure a consistent, high-quality customer experience.
This is a hands-on leadership role ideal for someone who thrives in fast-moving environments, loves building systems, and knows how to support frontline teams without micromanaging them.
What You’ll Do
-
Partner closely with the leadership team to manage day-to-day Customer Support operations
-
Oversee CS performance across chat, email, and phone support
-
Monitor KPIs (response times, resolution rates, CSAT, escalations) and drive continuous improvement
-
Help design, document, and refine SOPs, workflows, and internal processes
-
Support hiring, onboarding, training, and coaching of CS team members
-
Act as an escalation point for complex customer or operational issues
-
Ensure consistent coverage and quality during U.S. business hours
-
Collaborate with cross-functional teams (Product, Engineering, Clinical, Ops) to resolve recurring issues
What We’re Looking For
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3–5+ years of experience in Customer Support Operations or Support Management
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Proven experience managing remote or distributed CS teams
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Strong understanding of support metrics, workflows, and ticketing systems
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Comfortable working in a high-growth, startup environment
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Excellent written and verbal English communication skills
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Highly organized, proactive, and solutions-oriented
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Ability to work U.S. time zones consistently
-
Experience in telehealth, healthcare, SaaS, or regulated industries is a strong plus
Location & Eligibility
This is a remote role open to candidates based in:
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India
-
South America
-
Select European countries (UK, Sweden, Netherlands, France)
Final eligibility depends on business needs and hiring feasibility by location.
Why Join LumiMeds
-
Work with a globally distributed, high-performing team
-
Real ownership and impact on how customer support scales
-
Clear growth path as the company expands
-
Remote-first culture with strong operational structure
How to Apply
Please submit your application in English. Qualified candidates will be contacted for next steps.
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.
Ready to apply?
Apply to Lumimeds
Customer Support Operations Manager (South America)
Share this job
About LumiMeds
LumiMeds is a fast-growing U.S.-based telehealth startup focused on weight management and long-term metabolic health. We are building the next generation of e-commerce and clinical infrastructure from the ground up.
As an early-stage company, we move quickly, operate with limited layers, and expect high ownership from every team member. There is no bureaucracy here — decisions happen fast, priorities evolve, and builders thrive.
We are a remote-first, globally distributed team that values clarity, accountability, and people who take initiative rather than wait for direction.
Location: Remote (India, South America, or Europe)
Work Hours: U.S. business hours
About the Role
We’re looking for an experienced Operations Manager for Customer Support to help run and scale our global support team. This role will work closely with our current Operations Manager (PH) and Team Lead, to improve workflows, drive performance, and ensure a consistent, high-quality customer experience.
This is a hands-on leadership role ideal for someone who thrives in fast-moving environments, loves building systems, and knows how to support frontline teams without micromanaging them.
What You’ll Do
-
Partner closely with the leadership team to manage day-to-day Customer Support operations
-
Oversee CS performance across chat, email, and phone support
-
Monitor KPIs (response times, resolution rates, CSAT, escalations) and drive continuous improvement
-
Help design, document, and refine SOPs, workflows, and internal processes
-
Support hiring, onboarding, training, and coaching of CS team members
-
Act as an escalation point for complex customer or operational issues
-
Ensure consistent coverage and quality during U.S. business hours
-
Collaborate with cross-functional teams (Product, Engineering, Clinical, Ops) to resolve recurring issues
What We’re Looking For
-
3–5+ years of experience in Customer Support Operations or Support Management
-
Proven experience managing remote or distributed CS teams
-
Strong understanding of support metrics, workflows, and ticketing systems
-
Comfortable working in a high-growth, startup environment
-
Excellent written and verbal English communication skills
-
Highly organized, proactive, and solutions-oriented
-
Ability to work U.S. time zones consistently
-
Experience in telehealth, healthcare, SaaS, or regulated industries is a strong plus
Location & Eligibility
This is a remote role open to candidates based in:
-
India
-
South America
-
Select European countries (UK, Sweden, Netherlands, France)
Final eligibility depends on business needs and hiring feasibility by location.
Why Join LumiMeds
-
Work with a globally distributed, high-performing team
-
Real ownership and impact on how customer support scales
-
Clear growth path as the company expands
-
Remote-first culture with strong operational structure
How to Apply
Please submit your application in English. Qualified candidates will be contacted for next steps.
How to Apply
If this role sounds like a fit, we’d love to hear from you. Please submit your application in English and ensure your resume reflects relevant experience for the role.
This position is open to candidates based in approved locations, depending on the role and business needs. Qualified applicants will be contacted for next steps.
LumiMeds is an equal opportunity employer. We hire based on skills, experience, and alignment with our values.
Please note: This role requires professional-level English communication and availability to work U.S. business hours.
Ready to apply?
Apply to Lumimeds