Disputes & Chargebacks Leader — Remote & High-Impact

VIO; Amsterdam; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Stock appreciation rights

Flexible time off

Remote work option

Office in Amsterdam

Job summary

Vio is a fast-growing travel tech platform redefining how travelers book stays. We seek an experienced Disputes & Chargebacks Manager to own the end-to-end function, from dispute management to representment performance, while scaling operations and improving outcomes.

You will lead a team, partner with Support, Product, Finance and Fraud to reduce avoidable disputes, and drive automation initiatives to boost win rates and efficiency in a high-volume environment.

Qualifications

• 5+ years hands-on experience in disputes and chargebacks, including writing representments yourself.
• Knowledge of dispute lifecycles, reason codes, evidence requirements and representment strategy in depth.
• Experience leading a disputes and chargebacks function, including team performance and operational delivery.
• Ability to identify trends, risks and opportunities from data and translate them into concrete process changes.
• Experience setting quality standards and coaching others to meet them.
• Nice to have: travel, hospitality or marketplaces experience where the merchant is the merchant of record; managing outsourced dispute teams; scaling with tooling, AI or automation; and working with card scheme monitoring programmes and chargeback-ratio thresholds.

Responsibilities

• Run the dispute operation day to day, ensuring cases are handled accurately and on time.
• Manage volume, workload and escalations across the team and outsourced partners, with targets on quality, speed and cost.
• Review representments and evidence, coach the team, and set the quality bar.
• Decide when to fight, accept or elevate a dispute based on evidence, value and effort.
• Analyze won and lost cases to sharpen strategy and flag unusual dispute or fraud trends quickly.
• Collaborate with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes through policy and product changes.
• Redesign workflows around automation, including triage, evidence gathering, deadline tracking and AI-assisted drafting with human review.
• Partner with Data and Engineering to build reliable reporting on dispute performance.

Skills

Disputes & Chargebacks

Team leadership

Data analysis

Process improvement

Fraud knowledge

Job description

Vio is a fast-growing travel tech platform redefining how travelers book stays. We seek an experienced Disputes & Chargebacks Manager to own the end-to-end function, from dispute management to representment performance, while scaling operations and improving outcomes.

You will lead a team, partner with Support, Product, Finance and Fraud to reduce avoidable disputes, and drive automation initiatives to boost win rates and efficiency in a high-volume environment.