Disputes & Chargebacks Manager

This is a fully remote position, open to applicants in Netherlands.

📋 Description

• Take ownership of and enhance the entire disputes function continuously.

• Oversee daily dispute operations, ensuring cases are managed accurately and promptly.

• Manage the volume, workload, and escalations within the team as well as with outsourced partners.

• Hold partners accountable for quality, speed, and cost targets.

• Review representments and evidence, mentor the team, and establish quality standards.

• Determine whether to contest, accept, or escalate disputes based on evidence, value, and effort required.

• Analyze both won and lost cases to refine strategy and identify any unusual trends in disputes or fraud.

• Collaborate with Customer Support, Product, Finance, Payments, and Fraud teams to minimize avoidable disputes.

• Redesign workflows to incorporate automation, including triage, evidence collection, deadline management, and AI-assisted drafting with human oversight.

• Partner with Data and Engineering teams to develop reliable reporting on dispute performance.

• Handle live cases during the initial months to establish a performance baseline.

• Initiate the first automation project.

• Achieve measurable enhancements in win rates, quality, and costs within six months.

• Create a cross-functional feedback loop to prevent avoidable disputes.

⛳️ Requirements

• Over 5 years of practical experience in disputes and chargebacks, including drafting representments.

• Comprehensive understanding of dispute lifecycles, reason codes, evidence requirements, and representment strategies.

• Experience in leading a disputes and chargebacks function, focusing on team performance and operational execution.

• Ability to identify trends, risks, and opportunities in data, transforming them into actionable process improvements.

• Proven experience in setting quality standards and coaching team members to achieve them.

• Proficiency in English.

• Preferred: experience in travel, hospitality, or marketplaces where the company acts as the merchant of record.

• Preferred: experience managing outsourced dispute teams.

• Preferred: experience in scaling manual operations through tools, AI, or automation.

• Preferred: familiarity with card scheme monitoring programs and chargeback ratio thresholds.

🏝️ Benefits

• Stock Appreciation Rights available for all employees.

• Significant stock appreciation opportunities.

• Flexible time off policy (take as many holidays as you need).

• Option for remote work.

• Budget for creating your ideal home office.

• Access to free mental health support through OpenUp.

• Opportunities for learning and growth within a welcoming, diverse culture.

• Knowledge-sharing initiatives.

• Catered lunches featuring a variety of cuisines.

• Excellent coffee.

• Company events held in Amsterdam and internationally.

• Attractive compensation package, along with perks and benefits.