Klarna Disputes Team Leader

Founded in 2018 and headquartered in The Netherlands GT Ecom BV is on a mission to build the most efficient global direct-to-consumer infrastructure and become the world s largest e-commerce company powered by a collective of successful scalable brands By 2026 we re aiming to achieve 500 million in revenue and operate over 50 thriving online stores worldwide With a team of 160 top-tier remote e-commerce professionals across the globe we blend local brand experiences with cross-border logistics ensuring every customer feels connected no matter where they are At our core we value hard work freedom with responsibility constant improvement and a mindset of positivity We believe in building a high-performance remote-first culture where honesty excellence and creativity drive everything we do because the future of work is global and we re building it together The Upsides of Working with Us Hard Work That Matters We re surrounded by people who care deeply and give their best We don t settle for average we show up push boundaries and aim high That shared drive creates momentum and meaning in everything we do Freedom with Responsibility You have the freedom to choose how when and where you work but freedom only thrives when it s paired with ownership We trust you to manage your time meet your commitments and take responsibility for your impact Constant Improvement Growth is part of our DNA We believe in learning evolving and getting 1 better every day Whether it s a new skill a fresh mindset or sharper execution stagnation isn t in our vocabulary Positivity by Default We approach people problems and communication with a positive mindset That means giving the benefit of the doubt staying constructive and keeping energy high even when challenges arise Honesty Transparency We believe the fastest way to move forward is through clear honest communication No politics No guessing games Just straight talk that builds trust and strengthens our team Excellence Is the Baseline We hold ourselves and each other to a high standard not out of pressure but out of pride We care too much about what we re building to accept good enough Excellence is the expectation Creativity Welcome Here We encourage bold ideas fast testing and open collaboration Failure doesn t scare us comfort does That s why creativity is valued as a core ingredient in everything from product to process The Role We re on the lookout for a Klarna Disputes Team Leader to join our expanding team and drive our company s growth The Challenge This role will play a key part in scaling and optimizing our Klarna disputes operations across platforms like Adyen and Shopify Payments As we continue to grow there s a clear opportunity for a dedicated leader to enhance our dispute win rates bring consistency to our responses and establish a strong feedback loop to improve processes documentation and training This role will also strengthen cross-functional communication and help reduce revenue loss by elevating the way we handle and resolve disputes Early Success Milestones for this role Fully onboarded and familiar with Adyen and Shopify Payments dispute processes within the first 2-3 weeks Completed audit of existing workflows documentation and team performance -Built strong working relationships with key internal stakeholders Process improvement plan developed and approved by management Key improvements implemented with measurable impact e g faster response times improved win rates Structured performance review and training framework introduced Streamlined evidence collection process created and adopted by the team Ideal Profile We would love to hear from you if - You have hands-on experience managing disputes for Klarna Adyen and Shopify Payments PayPal is a plus You have at least 5 years in e-commerce or payment dispute resolution including 3 years leading a team in Klarna dispute handling You ve led a remote team in chargeback or fraud operations and know how to track and improve performance through KPIs You re detail-oriented process-driven and have a strong sense of accountability You re comfortable navigating payment system dashboards and can confidently work with tools like Google Workspace Excel Notion and Slack You can audit evidence submissions with precision and make decisions that balance compliance and business impact You communicate clearly and confidently both in writing and in leading your team You stay calm under pressure thrive in ambiguity and can prioritize tasks quickly without losing focus on quality Couple of the notes about the role This is not a salaried position This is an Independent Contractor role You must be able to commit at least 8 hours per day 40 hours per week Schedule is in Central European Time We require everybody in the team to use Hubstaff to track hours worked Compensation between EUR 7 - 8 per hour performance bonus EUR 75 month reimbursable health stipend What s on Offer Work alongside learn from best in class talent Leadership Role Flexible working options