Disputes & Chargebacks Manager (Travel Tech)

Location: Remote

Company

hirify.global is a travel technology platform that compares accommodation offers across more than 100 booking sites and operates in over 100 markets.

What you will do

• Own the dispute management and chargeback representment functions end to end, including daily case operations, deadlines, escalations, quality, cost, and win rates.
• Manage workloads across the internal team and outsourced partners, setting and monitoring targets for quality, speed, and cost.
• Review representments and evidence, coach the team, establish quality standards, and decide whether to fight, accept, or escalate disputes.
• Analyse won and lost cases and identify dispute, fraud, risk, and prevention opportunities.
• Work with Customer Support, Product, Finance, Payments, and Fraud to reduce avoidable disputes through fraud rules, refund policies, communication, and product changes.
• Redesign workflows using triage, evidence gathering, deadline tracking, AI-assisted drafting with human review, and reporting built with Data and Engineering.

Requirements

• 5+ years of hands-on experience in disputes and chargebacks, including writing representments.
• Deep knowledge of dispute lifecycles, reason codes, evidence requirements, and representment strategy.
• Experience leading a disputes and chargebacks function, including team performance and operational delivery.
• Ability to identify trends, risks, and opportunities in data and convert them into concrete process changes.
• Experience setting quality standards and coaching people to meet them.

Nice to have

• Experience in travel, hospitality, or marketplaces where the company is the merchant of record.
• Experience managing outsourced dispute teams.
• Experience scaling manual operations with tooling, AI, or automation.
• Experience with card scheme monitoring programmes and chargeback-ratio thresholds.

Culture & Benefits

• Remote work with flexible time off.
• Open, diverse culture focused on knowledge sharing, trust, and transparency.
• Compensation package with significant stock appreciation rights.
• Budget for a home office and access to free mental health support.
• International team with company events in Amsterdam and abroad.

Hiring process

• In the first months, work on live cases, establish a performance baseline, and launch the first automation initiative.
• By month six, deliver measurable improvement in win rates, quality, and cost, and establish a cross-functional loop to prevent avoidable disputes.