Disputes & Chargebacks Manager

📋 Description

• Run the dispute operation day to day, making sure cases are handled accurately and on time
• Manage volume, workload and escalations across the team and our outsourced partners, holding
• 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 or fraud trends quickly
• Work with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes

🎯 Requirements

• 5+ years of hands-on experience in disputes and chargebacks, including writing representments
• In-depth knowledge of dispute lifecycles, reason codes, evidence requirements and representment
• Experience leading a disputes and chargebacks function, including team performance and operational
• Ability to find trends, risks and opportunities in data, and turn them into concrete process changes
• Experience setting quality standards and coaching people to meet them
• Nice to have: experience in travel, hospitality or marketplaces where the company is the merchant

🎁 Benefits

• Plenty of chances to learn and grow within an open, diverse culture which promotes knowledge
• A great compensation package, perks and benefits (including significant stock appreciation rights)
• Flexible time off (take as many holidays as you need) and a chance to work remotely
• Be part of a highly international team that enjoys working, eating and playing together in one of
• Catered lunches from various cuisines, great coffee, and the occasional barbecue in our garden
• Company events in Amsterdam and abroad