Disputes & Chargebacks Manager

About the role

Vio is a travel tech platform that compares stays across 100+ booking sites to help users find the best place at the best price. This role owns the disputes function end to end, including dispute management and chargeback representment, with the goal of improving outcomes and scaling the operation as volumes grow.

What you'll do

• 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
• Review representments and evidence, coach the team and set the quality bar
• Decide when to fight, accept or escalate disputes based on evidence and value
• Analyze won and lost cases to refine strategy and flag trends
• Collaborate with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes

What they're looking for

• 5+ years of hands-on disputes and chargebacks experience, including writing representments
• Deep understanding of dispute lifecycles, reason codes, evidence requirements and representment strategy
• Experience leading a disputes and chargebacks function with focus on performance and delivery
• Ability to identify trends and risks in data and translate them into process changes
• Experience setting quality standards and coaching teams to meet them
• Nice to have: travel or marketplace experience, managing outsourced dispute teams, and automation tooling

For applicants in Nigeria

• The listing states worldwide eligibility, so Nigeria is included, but confirm final details during interview
• Remote work is offered; no explicit timezone requirement is stated
• The listing does not specify contractor versus employee status
• Pay currency or salary range is not stated in the listing
• No visa or work-authorization notes are provided; confirm during interview