Customer Service & Dispute Resolution Manager

Responsibilities:

Own the customer service function, including support workflows, response times, and quality standards. Design and manage the dispute resolution process, ensuring cases are handled fairly, quickly, and consistently. Establish SOPs, escalation paths, and service-level standards for support and dispute handling. Set up and manage customer service tools/systems (helpdesk, ticketing, CRM) from the ground up. Track and report on key service metrics (resolution time, SAT, dispute win/loss rate, escalation volume). Identify recurring issues and work cross-functionally with product/operations to address root causes. Recruit, train, and lead a customer service/dispute resolution team as volume scales. Serve as the final point of escalation for high-stakes or sensitive customer disputes.

Requirements:

Minimum of 5 years of experience in customer service, operations, or dispute resolution, ideally in fintech, e-commerce, or logistics. Experience building or scaling a customer service or dispute resolution function, including SOPs and team structure. Strong judgment and composure when handling escalated, sensitive, or high-stakes disputes. Comfortable working with support/ticketing systems and service-level reporting.

Nice to have:

Experience with chargeback/dispute processes specific to fintech or payments. Experience setting up a customer service function for a new product line or market.