Sales Operations Analyst I

Spectraforce Technologies, Inc.; Raleigh (NC); Remote; USD 39,000 - 58,000; Full time

Job summary

Spectraforce Technologies, Inc. is seeking a detail-focused Sales Operations Analyst I / Risk Operations Analyst for a remote, contractor role. You will own the daily chargeback dispute queue, build evidence packages, and decide outcomes using defined thresholds.

You will collaborate with Payments, Customer Experience, Fulfillment, and Fraud teams while maintaining PCI DSS compliance and data privacy. The role emphasizes rapid turnaround, data-driven decision making, and the improvement of

Qualifications

• 2+ years of hands-on chargeback or dispute management experience in e-commerce or payments.
• Proficiency in handling Visa, Mastercard, Amex, and Discover dispute rules and timelines.
• Experience with processor dispute portals.
• High-volume, deadline-driven work with strong attention to detail.
• Proficiency in SQL and Excel or Google Sheets for data analysis.
• Clear, concise, persuasive dispute writing.

Responsibilities

• Manage the daily dispute queue by deadline and dollar value, ensuring no missed deadlines.
• Build and submit evidence packages through processor portals matched to the dispute reason code.
• Gather evidence from internal systems: orders, payments, shipping, refunds, customer support, and policy data.
• Make accept/fight decisions using defined thresholds and playbooks.
• Handle the full dispute lifecycle: retrieval, pre-arbitration, arbitration, and alerts.
• Maintain audit trail with clear notes; update templates and playbooks by reason code.
• Distinguish friendly fraud from true fraud and share patterns with Fraud team.
• Analyze dispute data to identify trends and root causes; suggest fixes.
• Collaborate with Payments, CX, Fulfillment, and Fraud teams to source evidence.

Skills

Attention to detail

Deadline-driven

SQL

Excel

Written communication

Independent worker

Tools

SQL

Excel

Google Sheets

Job description

Title: Sales Operations Analyst I / Risk Operations Analyst

Location: Remote

Duration: 2+ months

Summary:

• We are seeking a detail-oriented, deadline-driven Risk Operations Analyst to join our DTC Risk team as a contractor. You will own the daily chargeback dispute queue for client's: building evidence packages, submitting responses before every deadline, and recovering revenue lost to invalid disputes. You will also flag fraud and abuse patterns to improve our prevention controls.

Responsibilities:

• Manage the daily dispute queue, prioritizing by response deadline and dollar value, with zero missed network or processor deadlines.
• Build and submit compelling evidence packages (representment) through processor portals, matched to each dispute's reason code.
• Gather evidence from internal systems, including order and payment records, shipping and proof of delivery, refund and return history, customer support interactions, policy acceptance, and device activation or account pairing data.
• Make accept or fight decisions using defined thresholds and playbooks.
• Handle the full dispute lifecycle, including retrieval requests, pre-arbitration, arbitration, and pre-dispute alerts.
• Document every case with clear notes and maintain an audit trail.
• Maintain and improve evidence templates and playbooks by reason code.
• Distinguish friendly fraud from true fraud and share patterns with the Fraud team to inform rule tuning.
• Analyze dispute data to identify trends, root causes, and process gaps, and recommend fixes.
• Partner with Payments, Customer Experience, Fulfillment, and Fraud teams to source evidence and resolve escalations.
• Handle cardholder and customer data in line with PCI DSS, privacy requirements, and company policy.

Requirements / Skills:

• 2+ years of hands-on chargeback or dispute management experience in e-commerce or payments.
• Working knowledge of Visa, Mastercard, Amex, and Discover dispute rules, reason codes, and response timelines
• Experience with processor dispute portals
• Comfort with high-volume, deadline-driven work and strong attention to detail.
• Proficiency in SQL and Excel or Google Sheets for pulling and analyzing data.
• Clear written communication, especially in writing concise, persuasive dispute responses.
• Ability to work independently, manage time, and elevate appropriately.

Preferred Qualifications:

• Experience with consumer electronics or connected device disputes.
• Familiarity with pre-dispute tools (Ethoca, Verifi, RDR, Order Insight).
• Familiarity with card network monitoring programs (e.g., VAMP, Mastercard ECM).
• Experience using AI tools or automation to speed up evidence gathering and case handling.

Success Measures:

• Dispute win rate and dollars recovered
• Deadline adherence (target 100%)
• Time from case open to submission
• Chargeback ratio held below network thresholds