Recruitment for Customer Service & Dispute Resolution Manager at Prestigious Consulting | Remote
Prestigious Consulting is a professional HR consultancy firm. We focus on improving organizational performance through strategic people & process management.
We are recruiting to fill the position below:
Job Title: Customer Service & Dispute Resolution Manager
Location: Remote
Job Summary
- We’re hiring 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.
Job 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.
Nice to have:
- Experience with chargeback / dispute processes specific to fintech or payments.
- Experience setting up a customer service function for a new product line or market.
Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should send their Resume and cover letter to: careers@zigcareersolutions.com using the Job Title as the subject of the mail.
Recruitment for Customer Service & Dispute Resolution Manager at Prestigious Consulting | Remote
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Important Notes
- The above statements are intended to describe the general nature and level of work to be performed by those assigned to this function.
- It should not be construed as an exhaustive list of all responsibilities, tasks and skills required of persons so classified.
- All employees may be required to undertake other responsibilities in addition to those specified from time to time, as required.
- We do not charge any application, processing, training, interview, testing or any other fees in connection with the application or recruitment process. If you receive a fee request, please ignore it.
- Also, please note that logos, slogans, names and titles are easily copied and reproduced. Therefore, particular care should be taken when submitting personal information on the web.
- We are an equal opportunity employer that values inclusiveness and diversity. We do not discriminate on the basis of color, race, nationality, religion, age, ethnic origin, disability, gender, marital status or orientation gender in our employment practices
- Our employees are all equally talented in unique ways: we come from diverse traditions, personal experiences and perspectives. And we want to include your ideas, are you ready to inspire us with your ideas?
- We encourage all applicants to apply and do not discriminate in any recruitment process.
- Applications submitted after the deadline will not be considered.
- Due to the necessity of the position, we are entitled to appoint a candidate who matches the required profile before the above deadline
- Only qualified candidates will be invited for an interview
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