# Dispute and Chargebacks, Program Manager

**Company**: Replit
**Location**: Foster City, CA
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: Full time
**Salary**: $161K – $212K
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q60768699

**Apply**: https://jobs.ashbyhq.com/replit/84b7682e-0732-4e7d-a9de-97032534bb91?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_46b48f5a-290

## Description

As a Disputes and Chargeback Program Manager at Replit, you'll be part of our Trust and Safety Operations team, handling sensitive and policy-driven interactions. You'll own Replit's disputes and chargeback function end-to-end, determining strategy and building systems to make decisions repeatable at scale.

**Responsibilities:**

- Own the full dispute lifecycle: investigate incoming chargebacks and disputes, decide whether and how to represent, gather evidence, and respond within network deadlines.

- Design and maintain policies, decision trees, and SOPs governing disputes and chargebacks.

- Define key metrics, health targets, and goals for the disputes program and track performance.

- Monitor chargeback rates and dispute trends to identify underlying drivers and partner with Engineering and Finance to address root causes.

- Partner with Engineering and Support Operations to automate manual parts of the workflow.

- Build training, documentation, and escalation paths for frontline support teams.

**Required Skills and Experience:**

- 6+ years of hands-on experience owning disputes/chargebacks operations.

- Deep familiarity with major card network dispute rules and reason codes.

- Experience building or improving SOPs, playbooks, or workflows in a support or operations environment.

- Experience partnering with Engineering to scope and prioritize automation.

- Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations.

- Experience translating policy or legal requirements into clear processes or customer-facing guidance.

- Strong written communication skills.

**Nice to Have:**

- Hands-on experience with Stripe's dispute tooling.

- Experience in customer support, trust & safety, or similar roles within a technology company.

- Experience in a high-growth or usage-based SaaS environment.

- Familiarity with fraud detection tooling.

- Experience managing outsourced or contract support.

**Benefits:**

- Competitive Salary & Equity

- 401(k) Program with a 4% match (US Only)

- Health, Dental, Vision and Life Insurance

- Short Term and Long Term Disability

- Paid Parental, Medical, Caregiver Leave

- Flexible Time Off (FTO) + Holidays

- Commuter Benefits (In-Office & US Only)

- Monthly Wellness Stipend

- Autonomous Work Environment

- In Office Set-Up Reimbursement (In-Office Only)

- Quarterly Team Gatherings

- In Office Amenities (In-Office Only)

## Skills

### Required
- dispute resolution
- chargeback management
- policy development
- automation
- communication
- decision-making

### Nice to have
- Stripe dispute tooling
- customer support
- trust & safety
- fraud detection
- outsourced support management

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/replit/84b7682e-0732-4e7d-a9de-97032534bb91?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)