Dispute Resolution Associate

Role summary

The Dispute Resolution Associate supports the handling of complaints, service disputes, and transactional disagreements across TeamZoro's operating environment in Sri Lanka. This role reviews assigned cases, gathers evidence, communicates clearly with internal stakeholders, and helps move disputes toward fair, consistent outcomes.

This role suits someone who can stay balanced and methodical when dealing with conflicting accounts or sensitive service issues. The role requires strong written communication, documentation discipline, and the ability to assess case details without losing empathy or operational rigor.

Responsibilities

• Review assigned disputes, complaints, or service recovery cases using approved workflows and case standards.
• Gather supporting information, organize evidence, and maintain accurate records for internal review.
• Draft clear case notes, outcome rationales, and stakeholder updates with appropriate professionalism.
• Escalate complex, sensitive, or policy-relevant matters to the correct manager or cross-functional team.
• Help maintain dispute logs, resolution trackers, and case documentation standards.
• Support timely communication with internal teams involved in the resolution process.
• Identify recurring dispute themes and share patterns that may indicate process or product issues.
• Protect fairness and consistency by applying established case-handling standards in every assigned matter.

Required qualifications

• Diploma or bachelor's degree in business, law, communications, management, or a related discipline.
• 1+ year of experience in complaints handling, escalations, dispute review, case administration, or customer operations.
• Strong writing and documentation skills.
• Ability to review nuanced situations and maintain fairness, consistency, and professionalism.
• Strong written and verbal communication skills in English.
• Comfort working with case workflows, evidence records, or service-resolution procedures.

Preferred experience

• Experience in digital services, fintech, or high-volume service environments.
• Exposure to refunds, complaints governance, service recovery, or policy-led case handling.
• Experience working with legal, finance, support, or trust and safety teams on escalated matters.
• Working knowledge of Sinhala or Tamil in addition to English.

Skills

• Case review
• Dispute handling
• Written communication
• Documentation discipline
• Fair judgment
• Stakeholder coordination
• Escalation awareness
• Service recovery support

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to dispute governance, service quality, and platform discipline operations.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of complaints handling, case review, customer escalations, or dispute-related work where possible. Shortlisted candidates will be contacted for the next stage.