Disputes and Chargeback Program Manager

Location: Foster City, California, United States; hybrid

Salary: $161,000–$212,000 per year

Company

Replit provides an agentic software creation platform that enables users to build applications with natural language.

What you will do

• Own the full dispute and chargeback lifecycle, including investigation, representation decisions, evidence collection, and responses within network deadlines.
• Design and maintain policies, decision trees, standard operating procedures, and playbooks for dispute handling.
• Define program metrics, health targets, and goals; monitor performance and report results to leadership.
• Analyze chargeback rates and dispute trends, identify root causes, and partner with Engineering and Finance on corrective actions.
• Work with Engineering and Support Operations to automate evidence gathering and decisioning workflows.
• Build training, documentation, and escalation paths for frontline support teams.

Requirements

• 6+ years of hands-on experience owning disputes or chargeback operations.
• Deep knowledge of Visa, Mastercard, American Express, and Discover dispute rules, reason codes, compelling-evidence frameworks, and monitoring programs.
• Experience building or improving SOPs, playbooks, or workflows in support or operations environments.
• Experience partnering with Engineering to scope and prioritize workflow automation.
• Strong judgment, decision-making, written communication, and cross-functional collaboration skills.
• Ability to work in a hybrid role based in Foster City, California, United States.

Nice to have

• Hands-on experience with Stripe dispute tooling.
• Background in customer support, trust and safety, or support operations at a technology company.
• Experience in a high-growth or usage-based SaaS environment.
• Familiarity with fraud detection tooling and outsourced or contract support management.

Culture & Benefits

• Competitive salary and equity.
• 401(k) program with a 4% match for US employees.
• Health, dental, vision, life, disability, parental, medical, and caregiver benefits.
• Flexible time off and holidays.
• Autonomous work environment, wellness stipend, commuter benefits, and in-office setup reimbursement.
• Quarterly team gatherings and in-office amenities.