Customer Service & Dispute Resolution Manager

Customer Service & Dispute Resolution Manager

We are seeking a Customer Service & Dispute Resolution Manager to own the customer experience end-to-end, from day-to-day support to resolving escalations and disputes. You'll build the team, tools, and processes needed to deliver a fast, fair, and consistent experience as volume grows.

Responsibilities

• Own the customer service function, including support workflows, response times, and quality standards.
• Design and manage the dispute resolution process, ensuring cases are handled fairly, quickly, and consistently.
• Establish SOPs, escalation paths, and service-level standards for support and dispute handling.
• Set up and manage customer service tools/systems (helpdesk, ticketing, CRM) from the ground up.
• Track and report on key service metrics (resolution time, SAT, dispute win/loss rate, escalation volume).
• Identify recurring issues and work cross-functionally with product/operations to address root causes.
• Recruit, train, and lead a customer service/dispute resolution team as volume scales.
• Serve as the final point of escalation for high-stakes or sensitive customer disputes.

Requirements

• 6-8 years of experience in customer service, operations, or dispute resolution, ideally in fintech, e-commerce, or logistics.
• Experience building or scaling a customer service or dispute resolution function, including SOPs and team structure.
• Strong judgment and composure when handling escalated, sensitive, or high-stakes disputes.
• Comfortable working with support/ticketing systems and service-level reporting.

How to Apply Interested and qualified candidates should send their CV to careers@zigcareersolutions.com using the Job Title as the subject of the mail.