Disputes & Chargeback Program Lead — Scale & Automate

Neura Market; Foster City, Northern (CA, KY); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health, Dental, Vision Insurance

401(k) with match

Paid parental leave

Flexible PTO

Commuter benefits

Wellness stipend

Job summary

Replit is the agentic software creation platform that enables anyone to build applications using natural language. Replit is scaling a Disputes and Chargeback Program within its Trust and Safety Operations to own the end-to-end lifecycle, policies, and automation for premium customer interactions.

You will investigate disputes, design SOPs, monitor metrics, and partner with Engineering, Legal, and Finance to reduce chargeback volume while preserving strong customer trust as the platform grows.

Qualifications

• 6+ years of hands-on disputes/chargebacks operations
• Deep familiarity with card network dispute rules and reason codes (Visa, Mastercard, Amex, Discover)
• Experience building or improving SOPs, playbooks, or workflows
• Experience partnering with Engineering to scope and prioritize automation
• Comfort operating as both hands-on operator and systems builder in a scaling environment
• Strong judgment and decision-making in high-stakes situations
• Experience translating policy or legal requirements into repeatable processes
• Strong written communication skills and cross-functional impact

Responsibilities

• Own the full dispute lifecycle: investigate chargebacks and disputes, decide representation, gather evidence, respond within deadlines
• Design and maintain policies, decision trees, and SOPs for disputes/chargebacks
• Define metrics, health targets, and goals for the disputes program and report to leadership
• Monitor chargeback rates and trends; collaborate with Engineering and Finance to address root causes
• Partner with Engineering and Support Operations to automate manual parts of workflows
• Build training, documentation, and escalation paths for frontline support as the program scales

Skills

Disputes/chargebacks ops

Card network rules

SOPs/Playbooks

Automation with Eng

Cross-functional collaboration

Policy to processes translation

Written communication

Decision-making in high-stakes

Stakeholder management

Analytics & metrics

Tools

Stripe tooling

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. Replit is scaling a Disputes and Chargeback Program within its Trust and Safety Operations to own the end-to-end lifecycle, policies, and automation for premium customer interactions.

You will investigate disputes, design SOPs, monitor metrics, and partner with Engineering, Legal, and Finance to reduce chargeback volume while preserving strong customer trust as the platform grows.