Head of Disputes

Head of Disputes

At Cardless, we're building a credit card and loyalty platform that consumer businesses use to engage their customers. We've launched over a dozen credit card programs, including for Coinbase, Bilt, and Qatar Airways. We help businesses bring imaginative card programs to life, and have pioneered technology to embed credit card features natively into their products.

We value curiosity, humility, and intensity — we move fast and take outsized ownership. This is a place where a motivated, resourceful individual can have an enormous impact on our trajectory. We're headquartered in San Francisco, and have raised about $150M in equity funding from top venture capital firms including Spark Capital, American Express, Activant Capital, and more.

We're looking for an experienced disputes professional to own our disputes function end-to-end. Right now, disputes are handled by an external BPO — your job is to take ownership of that operation, drive quality and outcomes, and build the in-house capability that scales with us as we grow.

You’ll report directly to the COO and work closely with Fraud, Compliance, Engineering, and our banking partners to make sure we’re handling disputes accurately, efficiently, and in line with Reg E, Reg Z, and network rules. This is a heads-down, build-it-yourself role today — with a clear path to building and leading a team as volume grows.

Owning BPO disputes operations: You audit BPO dispute handling across our card programs, identify where outcomes are off or timelines are slipping, and implement the oversight framework that fixes it — chargeback ratios, provisional credit accuracy, response SLAs.

Leveling up the playbook: We have a disputes function that works — but we’re scaling to millions of users and it needs to grow with us. You audit what exists, identify the gaps, and harden our policies, decision trees, and SOPs so they hold up at 10x volume across fraud claims, merchant disputes, and billing errors.

Building automation: Manual disputes workflows don’t scale. You work with Engineering to identify where automation can reduce handling time, improve consistency, and lower cost — whether that’s automated evidence gathering, decisioning logic, or status communications to cardholders.

Working a complex dispute end-to-end: A high-value chargeback comes in with a complicated fact pattern — possible friendly fraud, a merchant with a poor response rate, and a tight Visa deadline. You own it: gather the evidence, make the call, respond to the network, and document the outcome.

Partnering with Engineering on disputes tooling: Our disputes workflow lives across multiple systems. You identify the gaps, work with Engineering to close them, and help build the internal tooling that makes the function faster and more accurate.

Driving down chargeback rates: You dig into dispute data across programs, find the patterns driving volume — a merchant category, a card feature, a cardholder cohort — and partner with Fraud and Product to address root causes before they become a compliance issue.

A few things worth knowing:

This is a team of one to start. You won’t have direct reports on day one. You’ll be doing the work yourself — auditing the BPO, handling complex cases, writing policy — while building toward a team over time. If you’re looking to step into a management role from day one, this isn’t that yet.

We work in the office 5 days a week. We know that’s a deal breaker for some people, and that’s okay.

Disputes at a multi-program fintech are genuinely complex. You’ll be working across multiple card programs with different partner requirements, bank relationships, and network rules simultaneously. There’s no clean playbook — you’ll be writing it.

You will work closely with the COO. That means high visibility and real influence, but also high expectations. You’ll need to be comfortable bringing structure to ambiguous situations and communicating clearly with senior stakeholders.

If that sounds like a lot, it is. If it sounds like exactly what you’ve been looking for, keep reading.

You’ll own a function, not a queue. Dispu…