Responsibilities:

• Own the customer service function, including support workflows, response times, and quality standards.
• Design and manage the dispute resolution process, ensuring cases are
• handled fairly, quickly, and consistently.
• Establish SOPs, escalation paths, and service-level standards for support and dispute handling.
• Set up and manage customer service tools/systems (helpdesk, ticketing,
• CRM) from the ground up.
• Track and report on key service metrics (resolution time, SAT, dispute win/loss rate, escalation volume).
• Identify recurring issues and work cross-functionally with product/operations to address root causes.
• Recruit, train, and lead a customer service/dispute resolution team as volume scales.
• Serve as the final point of escalation for high-stakes or sensitive customer disputes.

Requirements:

• Minimum of 5 years of experience in customer service, operations, or dispute resolution, ideally in fintech, e-commerce, or logistics.
• Experience building or scaling a customer service or dispute resolution function, including SOPs and team structure.
• Strong judgment and composure when handling escalated, sensitive, or high-stakes disputes.
• Comfortable working with support/ticketing systems and service-level reporting.

Nice to have:

• Experience with chargeback/dispute processes specific to fintech or payments.
• Experience setting up a customer service function for a new product line or market.