Customer Operations/Disputes Specialist

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Operations/Disputes Specialist in United States. The Customer Operations/Disputes Specialist plays a critical role in ensuring a seamless and positive experience for customers while managing complex inquiries and disputes. This position involves investigating payment disputes, resolving complaints, and collaborating across teams to identify systemic issues and process improvements. You will act as a trusted escalation point, analyzing customer cases with empathy and accuracy, while ensuring compliance with regulations and internal policies. Working in a fast-paced, fully remote environment, you will contribute to building scalable customer operations and directly impact the quality and efficiency of service delivery. The role provides the opportunity to influence operational processes, enhance customer satisfaction, and shape the customer experience in a rapidly growing digital banking team. Accountabilities

• Investigate and resolve customer disputes and complaints, building detailed case timelines and providing fair, compliant resolutions.
• Serve as the first point of escalation for complex inquiries, providing guidance and knowledge-sharing to peers.
• Collaborate with product, engineering, and financial crime teams to identify issues, trends, and opportunities for operational improvements.
• Communicate findings clearly to customers and internal stakeholders, distilling complex issues into actionable summaries.
• Ensure investigations adhere to regulatory requirements and internal policies, maintaining high-quality documentation.
• Monitor emerging trends in customer feedback to inform operational and product decisions.
• Support the ongoing development of scalable processes to improve efficiency and customer satisfaction.

Requirements

• Previous experience in Card Payment Dispute (CPD) investigations or customer support in a financial services or technical support environment.
• Strong problem-solving skills and the ability to troubleshoot unique or complex cases independently.
• Excellent written and verbal communication skills, with the ability to explain technical or regulatory matters clearly.
• Comfortable working in a fast-paced, remote environment with shifting priorities and ambiguity.
• Strong organizational skills and ability to navigate multiple systems while managing customer interactions effectively.
• Awareness of U.S. banking regulations and compliance requirements.
• Empathy and customer-centric mindset, with a passion for delivering exceptional service.
• Nice-to-have: experience in training or coaching roles, project management, or familiarity with fintech products.

Benefits

• Competitive salary: $47,000 – $60,350.
• Fully remote role (U.S. eligible states: FL, PA, KS, NC, NJ, NV, TN, UT, ID, VA, SC).
• Comprehensive Health, Dental, and Vision Insurance.
• Stock options and generous 401(k) with 4% employer match.
• 32 days of vacation annually, plus company-observed holidays.
• Paid parental leave for both birth and adoptive parents.
• Professional development and growth opportunities in an early-stage U.S. team.
• Additional perks supporting wellness, home office setup, and employee engagement.

Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.