Dispute and Chargebacks Program Manager
Replit is an agentic AI software-creation platform for creating, launching, and growing apps, websites, tools, and businesses through natural language.
Funding history
About Replit
Replit combines an AI agent with integrated application infrastructure—including authentication, databases, hosting, monitoring, integrations, and enterprise controls—to let users build and deploy software from one workspace.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the disputes and chargebacks function from individual case investigation through scalable policies, playbooks, automation, and performance reporting. You will investigate disputes, determine representation strategy, gather evidence, meet network deadlines, identify volume drivers, and work with Engineering, Finance, Legal, and Support Operations to improve workflows.
Requirements
- 6+ years of hands-on experience owning disputes or chargebacks operations
- Deep familiarity with major card-network dispute rules, reason codes, compelling-evidence frameworks, and excessive-dispute programs
- Experience building or improving SOPs, playbooks, or workflows in a support or operations environment
- Experience partnering with Engineering to scope and prioritize automation
- Experience translating policy or legal requirements into repeatable processes or customer-facing guidance
- Strong written communication, judgment, decision-making, and cross-functional collaboration skills
Responsibilities
- Own the full dispute lifecycle, including investigating chargebacks, determining representation, gathering evidence, and responding within network deadlines
- Design and maintain dispute and chargeback policies, decision trees, and SOPs
- Define program metrics, health targets, and goals; track performance and report to leadership
- Monitor chargeback rates and dispute trends to identify volume drivers and address root causes with Engineering and Finance
- Partner with Engineering and Support Operations to automate workflow tasks
- Build training, documentation, and escalation paths for frontline support teams
Benefits
- 401(k) program with a 4% match for US employees
- Health, dental, vision, and life insurance
- Short-term and long-term disability
- Paid parental, medical, and caregiver leave
- Flexible time off and holidays
- Commuter benefits for in-office US employees
- Monthly wellness stipend
- In-office setup reimbursement
- Quarterly team gatherings
- In-office amenities