Disputes & Chargebacks Lead - Data-Driven Champion

OpenKrill; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Stock appreciation rights

Flexible time off

Remote work

Office in Amsterdam

Job summary

Vio is seeking an experienced Disputes & Chargebacks Manager to own and optimize our disputes function end to end. You’ll lead dispute management and chargeback representment, shaping prevention, evidence quality, and stakeholder collaboration across internal teams and partners.

You’ll guide the operation from day one, ensure timely handling of cases, and drive automation to improve win rates and efficiency as volumes grow. A strong track record in disputes and leadership is essential.

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.
• Led a disputes and chargebacks function, including team performance and operational delivery.
• You identify trends, risks and opportunities in data and translate them into concrete process changes.
• You have set quality standards and coached people to meet them.

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 clear targets.
• Review representments and evidence, coach the team, and set the quality bar.
• Decide when to fight, accept or escalate a dispute based on evidence, value and effort.
• Analyse won and lost cases to sharpen strategy and flag unusual dispute/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

Representment writing

Team leadership

Data analysis

Fraud rule collaboration

Job description

Vio is seeking an experienced Disputes & Chargebacks Manager to own and optimize our disputes function end to end. You’ll lead dispute management and chargeback representment, shaping prevention, evidence quality, and stakeholder collaboration across internal teams and partners.

You’ll guide the operation from day one, ensure timely handling of cases, and drive automation to improve win rates and efficiency as volumes grow. A strong track record in disputes and leadership is essential.