Cardless

Head of Disputes

San Francisco · Exec

Sponsorship not specified$140k-$190kDetected 133 days ago

ExpressSparkAuditingLeadershipCommunication

About the role

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.

Own the disputes function end-to-end - strategy, policy, BPO oversight, and complex case resolution
Manage and audit our BPO disputes operation, driving quality, accuracy, and SLA compliance across programs
Build the internal disputes playbook: policies, SOPs, decision trees, and escalation paths
Partner with Fraud, Compliance, and Engineering to address root causes of dispute volume, improve tooling, and build automation that reduces manual handling at scale
Hire and develop an in-house disputes team as volume and complexity grow
gather the evidence, make the call, respond to the network, and document the outcome.
You identify the gaps, work with Engineering to close them, and help build the internal tooling that makes the function faster and more accurate.
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.
✈️ Team building events & happy hours
At Cardless, we're building a credit card and loyalty platform that consumer businesses use to engage their customers.

5+ years of experience in credit card disputes, chargebacks, or a closely related function
Deep working knowledge of Reg E, Reg Z, and dispute rules, tools, and timelines across all three major card networks (Visa, Mastercard, Amex) - and experience owning compliance adherence, not just awareness of the rules
Experience overseeing or partnering with BPO operations on disputes or servicing
Strong analytical skills - you can pull dispute data, identify patterns, and turn them into actionable recommendations
Clear, precise written communication - you can write a dispute policy as clearly as you can write an escalation summary
Ensure full compliance with Reg E, Reg Z, and Visa/Mastercard dispute rules - owning adherence end-to-end across timelines, provisional credit, and required cardholder communications

That kind of end-to-end ownership is rare.
Direct line to leadership.
The work requires real judgment.
Network rules, regulatory timelines, fraud pattern analysis, evidence evaluation - good disputes work isn't rote.
It rewards people who think carefully and know their craft deeply.

This role has an annual starting salary range of $140,000-$190,000 + equity + benefits.
Actual compensation is influenced by a wide array of factors including but not limited to skills, experience, and specific work location.

We're proud to offer our team excellent benefits:
💸 Meaningful startup equity
🏥 100% health, vision & dental primary coverage
➕ 75% health, vision & dental dependent coverage
🚎 $250/month commuter benefit
👶 Parental leave
🌴 Flexible PTO with a minimum of 15 days off per year
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.

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.

This listing is sourced directly from Cardless's careers page and normalized into a canonical job model.