Replit Disputes and Chargebacks Program Manager owning the end-to-end dispute lifecycle and strategy at Replit. Design policies, track metrics, and partner with Engineering and Finance to automate workflows and reduce chargeback rates.
Responsibilities
Own the full dispute lifecycle: investigate incoming chargebacks and disputes, decide whether and how to represent, gather evidence, and respond within network deadlines.
Design and maintain the policies, decision trees, and SOPs that govern how disputes and chargebacks are handled.
Define the key metrics, health targets, and goals for the disputes program and track performance against them, reporting to leadership.
Monitor chargeback rates and dispute trends to identify the underlying drivers of volume, and partner with Engineering and Finance to address root causes.
Partner with Engineering and Support Operations to automate manual parts of the workflow (evidence gathering, decisioning logic, etc).
Build training, documentation, and escalation paths that enable frontline support teams to handle dispute-related inquiries confidently and consistently as the program scales.
Qualification
Experience building or improving SOPsStrong written communication skillsExperience in customer supportFull-Time Employee Benefits Include💰 Competitive Salary & Equity
Required
6+ years of hands-on experience owning disputes/chargebacks operations, ideally where you built or significantly leveled up the function rather than just running an existing one.
Deep familiarity with major card network dispute rules and reason codes (e.g., Visa, Mastercard, Amex, Discover), including compelling-evidence frameworks and network monitoring/excessive-dispute programs (e.g., Visa's VDMP/VFMP, Mastercard's ECP)
Experience building or improving SOPs, playbooks, or workflows in a support or operations environment.
Experience partnering with Engineering to scope and prioritize automation, even if you're not writing the code yourself.
Comfort operating as both a hands-on operator and systems builder in a scaling environment.
Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations.
Experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance.
Strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations.
Proven track record working cross-functionally to deliver impactful results.
Preferred
Hands-on experience with Stripe's dispute tooling specifically, including submitting evidence and managing dispute workflows through Stripe.
Experience in customer support, trust & safety, support operations, or similar roles within a technology company.
Experience in a high-growth or usage-based SaaS environment, where dispute patterns and volume can shift quickly with product changes.
Familiarity with fraud detection tooling and how it intersects with the disputes function.
Experience managing outsourced or contract support as programs scale, in case this function grows beyond a single person down the line.
