Klarna Disputes Team Leader

GT Ecom; United States; Remote; USD 55,000 - 103,000; Full time

Job summary

GT Ecom is seeking a Klarna Disputes Team Leader to scale and optimize our disputes operations across Adyen and Shopify Payments. As part of the Customer Experience function, you will lead a remote team, set KPI targets, and drive process improvements to reduce revenue loss and improve win rates.

We value hands-on dispute management experience for Klarna and related platforms, 5+ years in e-commerce disputes, and a track record of remote leadership.

Qualifications

• Hands-on experience managing disputes for Klarna, Adyen and Shopify Payments; PayPal a plus.
• 5+ years in e-commerce or payment dispute resolution; 3+ years leading a Klarna dispute team.
• Led a remote team in chargeback or fraud operations with KPI-driven performance.
• Audit evidence submissions with precision; balance compliance and business impact.

Responsibilities

• Lead and scale the Klarna disputes operations across platforms.
• Improve consistency of responses and documentation; train the team.
• Reduce revenue loss by optimizing dispute resolution processes.
• Strengthen cross-functional communication with internal stakeholders.

Skills

Disputes management

Klarna disputes

Team leadership (remote)

Analytics & KPIs

Process improvement

Tools

Google Workspace

Excel

Notion

Slack

Job description

Founded in 2018 and headquartered in The Netherlands, GT Ecom BV is on a mission to build the most efficient global direct-to-consumer infrastructure and become the world’s largest e-commerce company—powered by a collective of successful, scalable brands. By 2026, we're aiming to achieve $500 million in revenue and operate over 50 thriving online stores worldwide. With a team of 160+ top-tier remote e-commerce professionals across the globe, we blend local brand experiences with cross-border logistics, ensuring every customer feels connected—no matter where they are. At our core, we value hard work, freedom with responsibility, constant improvement, and a mindset of positivity. We believe in building a high-performance, remote-first culture where honesty, excellence, and creativity drive everything we do—because the future of work is global, and we're building it together.

Upsides of Working with Us

Hard Work That Matters

We're surrounded by people who care deeply and give their best. We don't settle for average—we show up, push boundaries, and aim high. That shared drive creates momentum and meaning in everything we do.

Freedom with Responsibility

You have the freedom to choose how, when, and where you work—but freedom only thrives when it's paired with ownership. We trust you to manage your time, meet your commitments, and take responsibility for your impact.

Constant Improvement

Growth is part of our DNA. We believe in learning, evolving, and getting 1% better every day. Whether it's a new skill, a fresh mindset, or sharper execution—stagnation isn't in our vocabulary.

Positivity by Default

We approach people, problems, and communication with a positive mindset. That means giving the benefit of the doubt, staying constructive, and keeping energy high—even when challenges arise.

Honesty & Transparency

We believe the fastest way to move forward is through clear, honest communication. No politics. No guessing games. Just straight talk that builds trust and strengthens our team.

Excellence Is the Baseline

We hold ourselves and each other to a high standard—not out of pressure, but out of pride. We care too much about what we're building to accept "good enough." Excellence is the expectation.

Creativity Welcome Here

We encourage bold ideas, fast testing, and open collaboration. Failure doesn't scare us—comfort does. That's why creativity is valued as a core ingredient in everything from product to process.

The Challenge

This role will play a key part in scaling and optimizing our Klarna disputes operations across platforms like Adyen and Shopify Payments. As we continue to grow, there's a clear opportunity for a dedicated leader to enhance our dispute win rates, bring consistency to our responses, and establish a strong feedback loop to improve processes, documentation, and training. This role will also strengthen cross-functional communication and help reduce revenue loss by elevating the way we handle and resolve disputes.

Early Success Milestones for this role

• Fully onboarded and familiar with Adyen and Shopify Payments dispute processes within the first 2–3 weeks.
• Completed audit of existing workflows, documentation, and team performance.
• Built strong working relationships with key internal stakeholders.
• Process improvement plan developed and approved by management.
• Key improvements implemented with measurable impact (e.g., faster response times, improved win rates).
• Structured performance review and training framework introduced.
• Streamlined evidence collection process created and adopted by the team.

When You Join Us

As a Klarna Disputes Team Leader , you will be a key member of our Customer Service Team , reporting directly to our Customer Experience Director .

We would love to hear from you if…

• You have hands-on experience managing disputes for Klarna, Adyen, and Shopify Payments (PayPal is a plus ).
• You have at least 5+ years in e-commerce or payment dispute resolution, including 3+ years leading a team in Klarna dispute handling.
• You've led a remote team in chargeback or fraud operations and know how to track and improve performance through KPIs.
• You're detail-oriented, process-driven, and have a strong sense of accountability.
• You're comfortable navigating payment system dashboards and can confidently work with tools like Google Workspace, Excel, Notion, and Slack.
• You can audit evidence submissions with precision and make decisions that balance compliance and business impact.
• You communicate clearly and confidently, both in writing and in leading your team.
• You stay calm under pressure, thrive in ambiguity, and can prioritize tasks quickly without losing focus on quality.

Notes about the role

• This is not a salaried position.
• This is an Independent Contractor role.
• You must be able to commit at least 8 hours per day, 40 hours per week. Schedule is in Central European Time. We require everybody in the team to use Hubstaff () to track hours worked.

We look forward to seeing how your skills and experiences align with our vision.