Dispute Specialist

🌍 Can you help us change the world?

It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $2.5b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution, we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.

We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇

🧑🏻‍💻 About the role

First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distill it down to a job description (which we do because this is a job description), it would be this:

As a Dispute Specialist, you will be part of the FinCrime function, supporting the end-to-end handling of payment disputes across card schemes. This role combines operational case management with the development of subject-matter expertise in chargebacks, fraud trends, and compliance requirements.

The role reports to the FinCrime Operations / Dispute Resolution Lead and works closely with TM, Fraud Operations, PayOps, and Customer Success teams.

You will independently manage dispute workflows while collaborating with senior team members on complex escalations, process improvements, and risk identification. The position plays a key role in maintaining operational accuracy, supporting merchants, and contributing to the overall stability of the dispute management function as it evolves toward EMI regulatory standards.

✅ Your mission, should you choose to accept it:

Manage the end-to-end handling of payment disputes, including case review, evidence preparation, and submission in accordance with card scheme requirements and internal procedures

Maintain an assigned dispute queue aligned with scheme timelines, progressing cases efficiently while ensuring accuracy, quality, and compliance standards

Maintain audit-ready case documentation, including clear case notes, evidence rationale, and adherence to internal retention and escalation guidelines

Communicate with merchants to explain dispute processes, request supporting documentation, and provide clear, timely updates throughout the case lifecycle

Identify potential risks, recurring issues, or process gaps during daily case handling and escalate complex or unusual situations when appropriate

Support basic analysis of dispute trends and contribute to reporting activities that help improve workflows and prevention strategies

Collaborate cross-functionally to resolve disputes effectively, including

Partnering with PayOps on payment flow exceptions or settlement-related queries

Engaging Fraud Operations when patterns suggest potential misuse or coordinated activity

Coordinating with Customer Success on merchant communications impacting dispute outcomes

Escalating complex scheme or regulatory edge cases to Transaction Monitoring

Participate in peer calibration, template improvements, or SOP updates where relevant to daily workflows

Maintain awareness of updates to dispute processes, card scheme rules, and internal policies, developing practical expertise in dispute tooling and evidence standards to ensure accurate case handling

Independently progress and close standard dispute cases in line with established procedures and evidence standards

Escalate cases involving suspected coordinated fraud activity, scheme-rule ambiguity, repeated merchant non-compliance, or unusual loss patterns

Seek senior guidance where dispute outcomes may involve regulatory interpretation or complex arbitration stages

🤝️ You’ll be a great fit if you bring a few of the below with you:

Fluent English communication skills, both written and verbal

Previous experience in payments, chargebacks, fraud operations, customer operations, or a similar operational environment

Strong organisational skills with high attention to detail and the ability to manage multiple tasks effectively within a structured workflow

Ability to interpret internal guidelines, procedures, and technical information accurately

Analytical mindset with willingness to develop knowledge of card scheme rules, regulatory expectations, and dispute management processes

Working knowledge of Visa and Mastercard dispute stages, evidence requirements, and key deadlines

Confidence using PSP portals and internal dispute tooling within a high-volume operational environment

Experience with SQL, Python, PowerBI or other analysis tool are a plus

Comfortable using AI tools to improve efficiency, such as summarising cases, drafting communication, analysing trends, or automating repetitive tasks

💰 Salary range: - Czech Republic: CZK 589,000 – 813,500 per year, Spain: €30,000 – €35,000 per year

🎉 What's in it for you?

Did you know Mews was named Best PMS of 2025 - for the second year in a row - and twice recognized as a Best Place to Work in Hotel Tech?

That success is powered by our incredible people and supported by the benefits that help them thrive.

🌍 Global benefits

No matter where you’re based, you’ll enjoy:

Participation in our company share program

Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)

Unlimited paid holiday (yes, really)

Work from anywhere - enjoy the flexibility to work from other countries for a few weeks each year through our compliant and flexible Workation policy.