About the role
Skills/Requirements: Minimum 5 years in customer service, operations, or dispute resolution (fintech, e-commerce, or logistics preferred) Experience building/scaling a customer service or dispute resolution function, including SOPs and team structure Strong judgment and composure with escalated, sensitive, or high-stakes disputes Comfortable with support/ticketing systems and service-level reporting Degree required Responsibilities: Own the customer service function — workflows, response times, quality standards Design and manage the dispute resolution process Establish SOPs, escalation paths, and service-level standards Set up customer service tools/systems (helpdesk, ticketing, CRM) from scratch Track and report on key metrics (resolution time, SAT, dispute win/loss rate, escalation volume) Identify recurring issues and work cross-functionally on root causes Recruit, train, and lead a CS/dispute resolution team Serve as final escalation point for high-stakes disputes
Our vetted-funnel guarantee
- Screened, trained, and KPI-aligned before placement
- 90-day accountability loop with both founder and talent
- Replacement guarantee if it's not the right fit