Head of Operations
Own everything operational. Run the support team, build the systems, unblock every function, and be the founder’s right hand across the whole company.
About Disputely
Disputely is a fintech building the refund and dispute resolution platform for D2C brands, subscription companies, and the payments ecosystem. We help merchants prevent and recover chargebacks.
We’re profitable and growing fast, and the operational surface area is growing faster than the founder can cover alone. We need someone who owns the day-to-day machine so the founders can stay on product and growth.
The Role
This is a true generalist operations role. You own everything that keeps the company running: support, internal processes, tooling, reporting, hiring ops, and whatever fire is burning this week. If something is broken and it doesn’t belong to engineering or sales, it belongs to you.
Your single biggest mandate is support: manage the team, measure it, and get it performing at the absolute top of its ability. Merchants judge us by how fast and how well we respond, and that number is yours.
This is high-leverage, high-trust work, directly alongside the founder, with real authority over how the company operates.
What You’ll Own
1. Run the support team
- Manage the support team day to day. Staffing, schedules, escalations, coaching, and quality reviews.
- Set and enforce SLAs: first-response time, resolution time, CSAT. Report on them weekly.
- Build the knowledge base, macros, and playbooks so answers are fast and consistent.
- Review conversations, find the recurring problems, and push fixes upstream to product and engineering.
- Hire, onboard, and replace support staff as we scale. Make the team measurably better every month.
2. Be the operational backstop for the whole company
- Jump into whatever function needs help this week: onboarding a big merchant, cleaning up billing, chasing a partner deliverable, untangling a vendor issue.
- Own the recurring operational work nobody else owns: payouts, invoicing follow-ups, compliance paperwork, account provisioning.
- Be the person the founder hands things to and never has to think about again.
3. Build systems and processes
- Write the SOPs. Every repeated task gets documented, then automated or delegated.
- Own the internal tool stack (Notion, Slack, helpdesk, n8n/Zapier automations) and make it work together.
- Kill busywork: if a human is doing something a workflow could do, fix it.
4. Own reporting and accountability
- Build and maintain the company’s operating dashboard: support metrics, churn signals, onboarding status, team output.
- Run the weekly operating cadence: what shipped, what slipped, what’s blocked, who owns it.
- Surface problems early, with data, before they become fires.
5. People operations
- Run hiring pipelines for ops and support roles: sourcing, screening, trials, onboarding.
- Manage contractors and VAs across functions. Set expectations, review output, make the calls on who stays.
Who We’re Looking For
Required
- 3+ years in operations, support leadership, chief-of-staff, or general management at a startup, SaaS, fintech, or e-commerce company
- You’ve managed people before and made a team measurably better: faster response times, higher CSAT, more output per head
- Excellent written and spoken English. You’ll be writing SOPs, coaching support agents, and talking to merchants and vendors daily.
- Ruthlessly organized. Clean dashboards, documented processes, nothing falls through the cracks.
- Bias to action. You see a broken process and fix it the same day, without being asked.
- Comfortable with ambiguity. No playbook, no ops department above you. You build it.
- Fast with tools. Helpdesk software, Notion, spreadsheets, automation tools (n8n, Zapier). You pick up new ones in a day.
Nice to Have
- Background in payments, chargebacks, e-commerce, or fintech
- Experience running a support or customer success team directly
- Experience at a startup under 50 people (you’ve worn every hat)
- Light technical skills: SQL, APIs, scripting, or building automations yourself
We’re NOT looking for
- A strategy-only operator who wants to delegate all execution. This role is hands-on. You’ll answer tickets yourself when you need to understand the queue.
- Someone who needs a defined lane. The lane is "everything operational".
- Someone who’s only motivated by the title. This role is for someone who wants to build the machine.
What You’ll Get
- Performance bonuses tied to:
- Support SLAs and CSAT targets
- Team output and cost per resolution
- Operational projects shipped
- 100% remote, work from anywhere (some overlap with US Eastern time required, around 4 hours per day)
- Direct partnership with the founder. You’ll see and touch every part of a growing fintech.
- Real authority. You own the operating system of the company, not a slice of it.
- Path to COO as the company scales.
- No bureaucracy. Fast decisions, ship fast.
Disputely is an equal-opportunity employer. We hire for talent, drive, and fit, not for pedigree.
Apply for Head of Operations
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