Dispute and Chargebacks, Program Manager

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)