Head, Dispute Support

Flutterwave was founded on the principle that every African must be able to participate and thrive in the global economy. To achieve this objective, we have built a trusted payment infrastructure that allows consumers and businesses (African and International) make and receive payments in a convenient borderless manner.

The Role
We are hiring a Head, Dispute Support to lead and scale Flutterwave’s dispute management function. This role will own the end-to-end dispute lifecycle across our products and payments rail, including chargebacks, refunds, card network compliance, dispute remediation, prevention and fraud-related escalations.

The ideal candidate will define strategy, strengthen controls, and build a high-performing team and operating model that minimises losses, improves recovery rates, reduces dispute drivers at source, and ensures full regulatory and card-scheme compliance. You will work cross-functionally with Finance, Compliance, Risk, Product, Engineering, and external payment partners to deliver a best-in-class, scalable disputes operation that protects customers, merchants, and the business.

Responsibilities include but are not limited to:

Own and lead Flutterwave’s global dispute, chargeback, and refund operations across card and alternative payment rails

Define and execute the dispute support strategy, roadmap, and operating model to reduce chargeback ratios, fraud losses, and operational risk

Oversee the processing, investigation, and resolution of chargebacks and refund inquiries to maximise fund recovery

Ensure all dispute activities comply with card network rules (Visa, Mastercard, Verve, etc.), regulatory requirements, and internal policies

Establish clear dispute workflows, SLAs, escalation paths, and performance metrics

Set and monitor chargeback and fraud thresholds, early warning indicators, and recovery targets to proactively prevent scheme monitoring program breaches

Analyse dispute trends, root causes, and emerging risks, and drive preventive and corrective actions with Product, Risk, and Engineering teams

Partner with Risk, Fraud, Compliance, Finance, and Product teams to address systemic drivers of disputes

Own reporting on fraudulent vs service-related chargebacks, refunds, actions taken, and results achieved

Own operational reporting and dashboards covering fraud vs. service-related disputes, actions taken, recovery rates, losses, cost-to-serve and overall performance

Oversee preparation and presentation of monthly, quarterly, and annual dispute performance reports and insights for business reviews and executive forums

Lead engagement and communications with payment processors, issuing banks, acquirers, and scheme partners

Lead merchant education and enablement initiatives to reduce avoidable disputes and improve success rate

Present dispute performance, insights, and remediation plans in business reviews and executive forums

Drive continuous process improvement, automation, and tooling enhancements for dispute operations

Own capacity planning, forecasting, and budget management for dispute operations

Build, mentor, and manage a high-performing dispute support team and foster a culture of accountability and customer focus

Ensure personal information of customers, employees, and partners is processed and protected in line with data privacy laws and global best practices

Required competency and skillset to be a waver:

Bachelor’s degree in a relevant field

Minimum 7 years of experience in dispute, chargeback, fraud, or payment operations within fintech, payments, or financial services

Strong knowledge of card network rules, dispute representment processes, monitoring programs, and fines frameworks

Exceptional analytical skills with the ability to interpret large datasets and translate insights into actionable decisions

Strong reporting and data analysis skills (Excel, dashboards, operational metrics)

Experience managing external partners, processors, and scheme relationships

Strong stakeholder management and cross-functional collaboration skills

Ability to operate effectively in a fast-paced, high-growth environment

High attention to detail, strong organisation, and excellent execution skills

Excellent written and verbal communication skills, including presenting to senior leadership

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