Disputes & Chargebacks Manager

At Vio we believe booking accommodation should feel smart, fair, and effortless — never overwhelming or unclear. As one of the world’s fastest-growing travel tech platforms, we help millions of users make smarter travel decisions by comparing stays across 100+ booking sites — so they can find the perfect place, at the best price, anywhere in the world. We cut through the noise and complexity of hotel and vacation rental booking, surfacing real value with clarity, transparency, and full support. No tricks. No confusion. Just great stays — booked with confidence. With operations in 100+ markets and growing fast, our mission is to reshape how people discover and book accommodation through technology travelers can trust. We’re looking for an experienced Disputes & Chargebacks Manager to own and continuously improve our disputes function end to end. You’ll be accountable for two closely connected areas: dispute management and chargeback representment . On dispute management, you’ll own how we identify and respond to dispute trends, improve prevention, strengthen evidence, and coordinate effectively with internal teams and external partners. On chargeback representment, you’ll own the operational health and performance of the process including case quality, deadlines, win rates, team effectiveness, partner performance and automation. The role requires operational ownership with the goal of improving dispute outcomes while scaling the function efficiently as volumes grow. ☑️ What you’ll do • Run the dispute operation day to day, making sure cases are handled accurately and on time • Manage volume, workload and escalations across the team and our outsourced partners, holding partners to clear targets on quality, speed and cost • Review representments and evidence, coach the team, and set the quality bar • Decide when to fight, accept or escalate a dispute based on evidence, value and effort • Analyse won and lost cases to sharpen strategy, and flag unusual dispute or fraud trends quickly • Work with Customer Support, Product, Finance, Payments and Fraud to reduce avoidable disputes through changes to fraud rules, refund policies, communication and the product • Redesign workflows around automation, including triage, evidence gathering, deadline tracking and AI-assisted drafting with human review • Partner with Data and Engineering to build reliable reporting on dispute performance 🔎 Who you are • You have 5+ years of hands-on experience in disputes and chargebacks, including writing representments yourself • You know dispute lifecycles, reason codes, evidence requirements and representment strategy in depth • You have led a disputes and chargebacks function, including team performance and operational delivery • You find trends, risks and opportunities in data, and turn them into concrete process changes • You have set quality standards and coached people to meet them • Nice to have: experience in travel, hospitality or marketplaces where the company is the merchant of record; managing outsourced dispute teams; scaling a manual operation with tooling, AI or automation; and working with card scheme monitoring programmes and chargeback-ratio thresholds In your first months, you’ll work live cases yourself, set a trusted baseline for performance, and launch the first automation initiative. By month six, we expect measurable improvement in win rates, quality and cost, and a working loop with other teams that prevents avoidable disputes Why join us now? • We are one of the most innovative and fastest-growing accommodation booking platforms in the world today, having grown our bookings 30x between 2017 and 2025, and catering to the needs of over 100 million unique visitors worldwide each year. We do that by harnessing the pow