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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in managing disputes and chargebacks, with a strong focus on operational delivery, quality standards, and data analysis to drive process improvements. Proficient in collaborating cross-functionally to enhance dispute resolution strategies and implement automation initiatives.
Highest-signal resume keywords
Dispute Lifecycle ManagementChargeback Strategy DevelopmentData Analysis and Trend IdentificationTeam Performance LeadershipQuality Standards Setting
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Dispute ManagementChargeback ProcessingRepresentment WritingEvidence AnalysisWorkflow RedesignAutomation ImplementationPerformance ReportingRisk IdentificationProcess ImprovementQuality Coaching
Soft Skills
CollaborationCoachingProblem-SolvingCommunicationLeadership
Tools & Technologies
AI-Assisted DraftingData Reporting ToolsAutomation ToolsTriage SystemsEvidence Gathering Tools
Industry Keywords
DisputesChargebacksTravel IndustryHospitalityMarketplacesMerchant of RecordCard Scheme MonitoringChargeback-Ratio Thresholds
About the role
Key responsibilities & impact- Own and continuously improve the disputes function end to end
- Run the dispute operation day to day, ensuring cases are handled accurately and on time
- Manage volume, workload and escalations across the team and outsourced partners
- Hold partners to targets for quality, speed and cost
- Review representments and evidence, coach the team and set quality standards
- Decide whether to fight, accept or escalate disputes based on evidence, value and effort
- Analyze won and lost cases to improve strategy and identify unusual dispute or fraud trends
- Collaborate with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes
- 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 dispute-performance reporting
- Work live cases during the first months and establish a performance baseline
- Launch the first automation initiative
- Deliver measurable improvements in win rates, quality and cost by month six
- Establish a cross-functional loop to prevent avoidable disputes
Requirements
What you’ll need- 5+ years of hands-on experience in disputes and chargebacks, including writing representments
- In-depth 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 identify trends, risks and opportunities in data and turn them into concrete process changes
- Experience setting quality standards and coaching people to meet them
- Fluency in English
- Nice to have: experience in travel, hospitality or marketplaces where the company is the merchant of record
- Nice to have: experience managing outsourced dispute teams
- Nice to have: experience scaling a manual operation with tooling, AI or automation
- Nice to have: experience with card scheme monitoring programmes and chargeback-ratio thresholds
Benefits
Comp & perks- Stock Appreciation Rights for all employees
- Significant stock appreciation rights
- Flexible time off (take as many holidays as you need)
- Remote work
- Budget for your dream home office
- Free mental health support via OpenUp
- Chances to learn and grow within an open, diverse culture
- Knowledge-sharing opportunities
- Catered lunches from various cuisines
- Great coffee
- Company events in Amsterdam and abroad
- Great compensation package, perks and benefits