Disputes & Chargebacks Manager

Job not on LinkedIn

🔥 42 minutes ago

🇳🇱 Netherlands – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vio.com

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏨 Hospitality

📦 Logistics

📣 Marketing

Hospitality • Logistics • Marketing

Vio. com is a leading online platform that simplifies the travel booking experience for users. It offers a comprehensive range of travel services, including hotel reservations, flight bookings, and car rentals, all designed to provide customers with seamless access to their travel needs. With a focus on user-friendly interfaces and competitive pricing, Vio. com caters to both leisure and business travelers, ensuring a wide selection of options for various travel preferences.

📋 Description

• 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

• 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

• 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