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.

THE JOB

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.

EXAMPLE PROJECTS

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'll 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 disput...