Klarna Disputes Team Leader

We’re on the lookout for a Klarna Disputes Team Leader to join our expanding team and drive our company’s growth!


The Challenge
This role will play a key part in scaling and optimizing our Klarna disputes operations across platforms like Adyen and Shopify Payments. As we continue to grow, there’s a clear opportunity for a dedicated leader to enhance our dispute win rates, bring consistency to our responses, and establish a strong feedback loop to improve processes, documentation, and training. This role will also strengthen cross-functional communication and help reduce revenue loss by elevating the way we handle and resolve disputes.

Early Success Milestones for this role
-Fully onboarded and familiar with Adyen and Shopify Payments dispute processes within the first 2–3 weeks.
-Completed audit of existing workflows, documentation, and team performance.
-Built strong working relationships with key internal stakeholders.
-Process improvement plan developed and approved by management.
-Key improvements implemented with measurable impact (e.g.,faster response times, improved win rates).
-Structured performance review and training framework introduced.
-Streamlined evidence collection process created and adopted by the team.


We would love to hear from you if…
-You have hands-on experience managing disputes for Klarna, Adyen, and Shopify Payments (PayPal is a plus).
- You have at least 5+ years in e-commerce or payment dispute resolution, including 3+ years leading a team in Klarna dispute handling.
-You’ve led a remote team in chargeback or fraud operations and know how to track and improve performance through KPIs.
-You’re detail-oriented, process-driven, and have a strong sense of accountability.
-You’re comfortable navigating payment system dashboards and can confidently work with tools like Google Workspace, Excel, Notion, and Slack.
-You can audit evidence submissions with precision and make decisions that balance compliance and business impact.
-You communicate clearly and confidently, both in writing and in leading your team.
-You stay calm under pressure, thrive in ambiguity, and can prioritize tasks quickly without losing focus on quality.

Couple of the notes about the role
-This is not a salaried position. This is an Independent Contractor role.
-You must be able to commit at least 8 hours per day, 40 hours per week. Schedule is in Central European Time.
-We require everybody in the team to use Hubstaff (hubstaff.com/) to track hours worked.

Compensation
Between EUR 7 - 8 per hour + performance bonus + EUR 75/month reimbursable health stipend