Dispute and Chargebacks, Program Manager

Job description

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. Role Summary Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Disputes and Chargeback Program Manager at Replit, you’ll be part of our Trust and Safety Operations team, who owns customer-facing workflows that handle sensitive and policy-driven interactions across the Support organization. This includes areas such as privacy requests, DMCA and intellectual property claims, law enforcement requests, and abuse appeals. You'll own Replit's disputes and chargeback function end-to-end: from the individual case in front of you to the policies, playbooks, and automation that let it hold up as we scale to millions of users. This role combines strategic ownership with hands-on execution: you'll determine dispute and chargeback strategy, and build the systems that make those decisions repeatable at scale, working closely with Engineering, Legal and Finance. In this role you will… - 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 the policies, decision trees, and SOPs that govern how disputes and chargebacks are handled. - Define the key metrics, health targets, and goals for the disputes program and track performance against them, reporting to leadership. - Monitor chargeback rates and dispute trends to identify the underlying drivers of volume, and partner with Engineering and Finance to address root causes. - Partner with Engineering and Support Operations to automate manual parts of the workflow (evidence gathering, decisioning logic, etc). - Build training, documentation, and escalation paths that enable frontline support teams to handle dispute-related inquiries confidently and consistently as the program scales. Required Skills and Experience: - 6+ years of hands-on experience owning disputes/chargebacks operations, ideally where you built or significantly leveled up the function rather than just running an existing one. - Deep familiarity with major card network dispute rules and reason codes (e.g., Visa, Mastercard, Amex, Discover), including compelling-evidence frameworks and network monitoring/excessive-dispute programs (e.g., Visa's VDMP/VFMP, Mastercard's ECP) - Experience building or improving SOPs, playbooks, or workflows in a support or operations environment. - Experience partnering with Engineering to scope and prioritize automation, even if you're not writing the code yourself. - Comfort operating as both a hands-on operator and systems builder in a scaling environment. - Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations. - Experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance. - Strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations. - Proven track record working cross-functionally to deliver impactful results. Nice to Have: - Hands-on experience with Stripe's dispute tooling specifically, including submitting evidence and managing dispute workflows through Stripe. - Experience in customer support, trust & safety, support operations, or similar roles within a technology company. - Experience in a high-growth or usage-based SaaS environment, where dispute patterns and volume can shift quickly with product changes. - Familiarity with fraud detection tooling and how it intersects with the disputes function. - Experience managing outsourced or contract support as programs scale, in case this function grows beyond a single person down the line. Full-Time Employee Benefits Include: 💰 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) Want to learn more about what we are up to? - Meet the Replit Agent https://www.youtube.com/watch?v=IYiVPrxY8-Y - Replit: Make an app for that https://www.youtube.com/watch?v=4zd9hzngFwY - Replit Blog https://blog.replit.com/ - Amjad TED Talk https://youtu.be/kCudFI4tcpg?si=l4ViCejV_f2RZkDi Interviewing + Culture at Replit - Operating Principles https://blog.replit.com/operating-principles - Reasons not to work at Replit https://blog.replit.com/reasons-not-to-join-replit To achieve our mission of making programming more accessible around the world, we need our team to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from all kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.