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Replit is seeking a Disputes and Chargebacks Program Manager to join its Trust and Safety Operations team. This role owns the end-to-end disputes and chargeback function, combining strategic oversight with hands-on execution as Replit scales to millions of users.
Key responsibilities include investigating incoming chargebacks and disputes, determining representation strategy, gathering evidence, and responding within network deadlines. You'll design and maintain the policies, decision trees, and standard operating procedures that govern dispute handling. The role requires defining key metrics, health targets, and goals for the disputes program, then tracking performance and reporting to leadership.
You'll monitor chargeback rates and dispute trends to identify root causes of volume spikes, partnering with Engineering and Finance to address underlying issues. A significant portion of the work involves partnering with Engineering and Support Operations to automate manual workflow components, including evidence gathering and decisioning logic. You'll also build training materials, documentation, and escalation paths to enable frontline support teams to handle dispute-related inquiries confidently and consistently.
Required qualifications include 6+ years of hands-on experience owning disputes/chargebacks operations, ideally where you built or significantly improved the function. Deep familiarity with major card network dispute rules and reason codes (Visa, Mastercard, Amex, Discover) is essential, including knowledge of compelling-evidence frameworks and network monitoring programs like Visa's VDMP/VFMP and Mastercard's ECP. You should have experience building or improving SOPs and playbooks in support or operations environments, and comfort partnering with Engineering to scope automation priorities.
The ideal candidate operates effectively as both a hands-on operator and systems builder in scaling environments, with strong judgment for sensitive or ambiguous customer situations. You'll translate policy and legal requirements into clear, repeatable processes and communicate clearly and empathetically in high-stakes situations. Experience with Stripe's dispute tooling, customer support, trust & safety roles, high-growth SaaS environments, fraud detection tooling, and managing outsourced support are nice-to-have qualifications.
