Head of Disputes

About the role

Cardless is seeking a Head of Disputes to own the end‑to‑end disputes function for its multi‑program credit‑card platform. Reporting to the COO, you will transition the current BPO‑managed process to an in‑house operation while shaping policy, automation and team growth.

Key responsibilities

• Audit and oversee the external BPO disputes operation, ensuring quality, accuracy and SLA compliance.
• Develop and maintain the internal disputes playbook, including policies, SOPs, decision trees and escalation paths.
• Handle complex, high‑value chargeback cases directly, complying with Reg E, Reg Z and Visa/Mastercard/Amex network rules.
• Partner with Fraud, Compliance, Engineering and banking partners to build automation, improve tooling and address root causes of dispute volume.
• Monitor chargeback ratios and dispute metrics, reporting trends to senior leadership.

Required profile

• 5+ years experience in credit‑card disputes, chargebacks or a closely related function.
• Deep knowledge of Reg E, Reg Z and dispute rules across Visa, Mastercard and Amex.
• Experience managing or partnering with BPO operations.
• Strong analytical ability to extract insights from dispute data.
• Excellent written communication for policy and escalation documentation.

Required skills

• Reg E compliance expertise.
• Reg Z compliance expertise.

What we offer

• Annual salary $140,000–$190,000 plus equity.
• 100% health, vision and dental coverage for employees.
• 75% coverage for dependents.
• Catered lunches and commuter benefit.
• Parental leave, flexible PTO (minimum 15 days) and team events.