Richard Vine

Promoted from Support Operative to manage post-auction processes and dispute resolution across a high-volume online vehicle marketplace.

Key responsibilities:

• Oversee all post-auction activity, ensuring smooth and compliant transactions between buyers and sellers
• Manage and resolve disputes, chargebacks, and complex customer cases with balanced, policy-driven decision making
• Review platform activity and edge cases to ensure adherence to company policies and marketplace guidelines
• Provide detailed written support to users while maintaining firm but fair enforcement of platform standards
• Identify trends in disputes and customer behaviour, feeding insights back into internal process improvements
• Work cross-functionally with operations, payments, and customer success teams to maintain platform integrity
• Maintain accurate documentation and internal reporting around disputes and resolutions
• Operate autonomously in a fully remote environment with high levels of responsibility and decision-making

Achievements / Highlights:

• Successfully promoted into management within 4 years
• Trusted to handle high-value and sensitive disputes independently
• Reduced Stripe disputes year-on-year by implementing improvements to the service charge process, improving platform reliability and customer satisfaction
• Recognised for accuracy, thoroughness, and policy-driven decision-making

Remote support role for an online private tuition platform, assisting both tutors and students while ensuring platform safety and compliance.

Key responsibilities:

• Supported tutors and students via written support channels across a range of platform issues
• Conducted safeguarding and compliance checks to ensure safe use of the platform
• Reviewed user accounts and reported concerns in line with safeguarding policies
• Assisted with dispute resolution and payment-related queries
• Helped maintain a safe and trusted online environment for users
• Worked within structured policy frameworks while exercising sound judgement in edge cases

Through this role, I developed strong awareness of user safety, risk management, and platform compliance within an online marketplace environment.