Vio
Disputes & Chargebacks Manager
Remote. Posted 23 days ago
The role
You will own and improve the disputes and chargeback representment function end to end. You will manage dispute operations, analyze trends, and work with internal teams to reduce avoidable disputes.
What you will do
- Run the dispute operation day to day
- Manage volume, workload and escalations across the team and outsourced partners
- Review representments and evidence, coach the team, and set the quality bar
- Decide when to fight, accept or escalate a dispute
- Analyse won and lost cases to sharpen strategy and flag fraud trends
- Work with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes
- Redesign workflows around automation
- Partner with Data and Engineering to build reliable reporting
Required qualifications
- 5+ years of hands-on experience in disputes and chargebacks, including writing representments yourself
- Knowledge of dispute lifecycles, reason codes, evidence requirements and representment strategy
- Experience leading a disputes and chargebacks function, including team performance and operational delivery
- Ability to find trends, risks and opportunities in data and turn them into process changes
- Experience setting quality standards and coaching people
Nice to have
- experience in travel, hospitality or marketplaces where the company is the merchant of record
- managing outsourced dispute teams
- scaling a manual operation with tooling, AI or automation
- working with card scheme monitoring programmes and chargeback-ratio thresholds
Benefits
- Significant stock appreciation rights
- Flexible time off
- Chance to work remotely
- Catered lunches from various cuisines
- Great coffee
- Occasional barbecue in the garden
- Company events in Amsterdam and abroad
- Budget for your dream home office
- Access to free mental health support via OpenUp
About the company
Vio is a travel tech platform that helps users compare stays across 100+ booking sites. It operates in 100+ markets with a mission to reshape how people discover and book accommodation.