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.
What you'd do
- 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.
- 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.