[Hiring] Disputes & Chargebacks Manager @Vio

Role Description

We’re looking for an experienced Disputes & Chargebacks Manager to own and continuously improve our disputes function end to end. You’ll be accountable for two closely connected areas: dispute management and chargeback representment.

• On dispute management, you’ll own how we identify and respond to dispute trends, improve prevention, strengthen evidence, and coordinate effectively with internal teams and external partners.
• On chargeback representment, you’ll own the operational health and performance of the process including case quality, deadlines, win rates, team effectiveness, partner performance and automation.
• The role requires operational ownership with the goal of improving dispute outcomes while scaling the function efficiently as volumes grow.

☑️ What you’ll do:

• 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 partners to clear targets on quality, speed and cost.
• 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 through changes to fraud rules, refund policies, communication and the product.
• Redesign workflows around automation, including triage, evidence gathering, deadline tracking and AI-assisted drafting with human review.
• Partner with Data and Engineering to build reliable reporting on dispute performance.

Qualifications

• You have 5+ years of hands-on experience in disputes and chargebacks, including writing representments yourself.
• You know dispute lifecycles, reason codes, evidence requirements and representment strategy in depth.
• You have led a disputes and chargebacks function, including team performance and operational delivery.
• You find trends, risks and opportunities in data, and turn them into concrete process changes.
• You have set quality standards and coached people to meet them.
• 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; and working with card scheme monitoring programmes and chargeback-ratio thresholds.

Requirements

• In your first months, you’ll work live cases yourself, set a trusted baseline for performance, and launch the first automation initiative.
• By month six, we expect measurable improvement in win rates, quality and cost, and a working loop with other teams that prevents avoidable disputes.

Benefits

• Plenty of chances to learn and grow within an open, diverse culture which promotes knowledge sharing, trust and transparency.
• 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.
• You will be part of a highly international team that enjoys working, eating and playing together in one of the best office locations in Amsterdam.
• We value good food and offer catered lunches from various cuisines, great coffee, and the occasional barbecue in our garden.
• We enjoy getting together to celebrate our wins with company events in Amsterdam and abroad.
• A budget for your dream home office.
• Access to free mental health support via OpenUp.