Chargebacks & Disputes Strategy Lead

Triwill Group; Foster City (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) match

Health, dental, vision

Disability insurance

Parental leave

Flexible time off

Commuter benefits

Wellness stipend

Autonomous work environment

Office setup reimbursement

Team gatherings

Office amenities

Job summary

Replit is hiring to lead and scale the disputes program. You will own the full lifecycle, build policies, and define KPIs while partnering with Engineering and Finance to reduce manual work. You’ll establish training and escalation paths for frontline teams and help the program scale across the organization.

You will oversee evidence gathering, decisioning logic, and cross-functional collaboration to improve outcomes and maintain compliance in a fast-growing SaaS environment.

Qualifications

• 6+ years owning disputes/chargebacks operations.
• Familiar with card network dispute rules and reason codes.
• Experience building SOPs, playbooks, or workflows.
• Partner with Engineering to scope automation.
• Hands-on operator and systems builder in scaling environments.
• Strong judgement in high-stakes customer situations.
• Translate policy into clear, repeatable processes.
• Strong written communication and cross-functional delivery.

Responsibilities

• Own the full dispute lifecycle: investigate chargebacks, determine representation, gather evidence, respond within deadlines.
• Design and maintain policies, decision trees, and SOPs for disputes.
• Define metrics and health targets; report progress to leadership.
• Monitor dispute trends and root causes; collaborate with Finance and Engineering.
• Partner with Engineering to automate manual workflow steps.
• Create training and escalation paths for frontline support as the program scales.

Skills

Dispute management

Chargebacks rules

Policy design

Cross-functional collaboration

Automation scoping

Decision making

Written communication

Evidence gathering

Tools

Stripe disputes tooling

Job description

Replit is hiring to lead and scale the disputes program. You will own the full lifecycle, build policies, and define KPIs while partnering with Engineering and Finance to reduce manual work. You’ll establish training and escalation paths for frontline teams and help the program scale across the organization.

You will oversee evidence gathering, decisioning logic, and cross-functional collaboration to improve outcomes and maintain compliance in a fast-growing SaaS environment.