Refund Specialist

The Refund Specialist supports day-to-day refund operations for a major restaurant brand’s online ordering system. This role ensures accurate, timely processing of refund requests resulting from guest order issues, payment discrepancies, or technical errors. Acting as a key liaison between customer support teams and brand operations, the Refund Specialist reviews incoming refund cases, secures necessary approvals, and executes transactions with precision and compliance.

This position requires strong attention to detail, excellent communication skills, and a commitment to service accuracy. The role is based in the Philippines and operates Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time. A flexible schedule may be available after the training period.

What You’ll Do

• Receive and review refund requests submitted through online ordering and support channels.
• Verify claim details, confirm eligibility, and ensure all necessary documentation is attached.
• Route requests to appropriate internal stakeholders for approval when required.
• Process approved refunds accurately within brand and system guidelines.
• Maintain ≥98% accuracy and timely completion across all assigned refund cases.
• Communicate status updates and resolutions clearly to support teams or customers as needed.
• Log refund activities, approval records, and transaction details
• Provide relevant reporting for refund reasoning
• Collaborate cross-functionally to streamline refund workflows and reduce processing time.
• Contribute to ongoing documentation, FAQs, and process improvements.
• Assist helpdesk team with basic tasks such as 86ing items in OLO and other misc repeatable tasks.

What We’re Looking For

• 1–2 years of experience in customer service, accounting, or order management preferred.
• Strong attention to detail and ability to follow standardized procedures accurately.
• Experience handling financial transactions or refund processing is a plus.
• Excellent written and verbal communication skills in English.
• Comfortable working in fast-paced, remote team environments.
• Proficiency with ticketing systems (e.g., Zendesk) and spreadsheet tools (Google Sheets, Excel).
• Familiarity with online ordering or e-commerce platforms preferred.
• Must be able to work Monday–Friday, 9 a.m.–5 p.m. Eastern Time (with possible flexibility after training).

What We Offer

• Fully remote work
• Medical Insurance Plans
• Paid Holidays including but are not limited to: New Year’s Day, Holy Week, All Saints Day, Independence Day, Labor Day, Christmas Eve, and Christmas Day
• 15 PTO Days with an annual anniversary accrual of 1 additional PTO day each year, and PTO rollover option
• Birthday PTO day
• 5 Personal/Sick/Mental Health Days
• Paid parental leave
• Monthly Quality of Life stipend
• Yearly home office stipend
• Yearly education stipend

About 5&5

5&5 is the restaurant industry’s premier IT and digital platform management company, specializing in SaaS implementations, POS and omni-channel ordering, loyalty programs, and digital managed services. With a team of 65+ experts, we’ve supported over 20,000 locations and $1 billion in annual sales. From platform implementations and onboarding to comprehensive POS configurations and franchisee operations, we optimize and integrate the technology that drives your restaurant business, serving as an extension of your team. To date, 5&5 has partnered with 180+ brands, including CKE, Dutch Bros Coffee, Bojangles, and Raising Cane’s.