Chargeback Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Mentor and guide Chargeback Specialists, encompassing onboarding, training, and ongoing professional development.

• Reinforce established policies, procedures, best practices, and set clear performance expectations.

• Foster a responsible, collaborative, and positive team atmosphere.

• Oversee workloads, queues, service levels, and staffing priorities to ensure deadlines are met.

• Act as the primary escalation point for operational and employee inquiries.

• Ensure adherence to card network requirements, internal protocols, and business continuity standards.

• Evaluate quality, productivity, service levels, and operational performance.

• Provide constructive feedback, acknowledge accomplishments, and collaborate with management on performance issues or corrective measures.

• Collaborate with business units, internal departments, and leadership to align with operational objectives and changes.

• Communicate operational risks, challenges, opportunities, and priorities effectively to management.

• Represent the chargeback team in cross-functional discussions and initiatives.

• Enhance workflows, procedures, documentation, and standard operating practices.

• Assist in testing, implementation, and adoption of system and process improvements.

• Promote consistency and operational excellence through ongoing improvement efforts.

⛳️ Requirements

• Over 3 years of experience in chargeback, dispute resolution, fraud operations, or payment processing.

• Proven experience in leading, coaching, mentoring, or coordinating a team.

• Strong analytical and problem-solving capabilities, with the ability to manage competing priorities effectively.

• Comprehensive knowledge of chargeback regulations, dispute processes, and card network requirements.

• In-depth understanding of chargebacks, dispute resolution, fraud prevention, card network standards, and recovery practices.

• Proficient conflict resolution, engagement, and accountability abilities.

• Excellent organizational and decision-making skills, with the ability to balance quality, productivity, compliance, and service standards.

• Strong written and verbal communication skills.

• Ability to cultivate cross-functional relationships and communicate expectations and priorities clearly.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company match.

• Paid time off and flexible work arrangements.

• Opportunities for professional development and career advancement.