Own dispute performance. Reduce losses. Protect revenue.
We’re hiring a Dispute Team Lead to take full ownership of dispute and chargeback operations. This is a high-impact role responsible for ensuring cases are handled accurately, on time, and within SLA—while maintaining low dispute rates and strong account health.
You won’t just manage disputes—you’ll drive outcomes, improve win rates, and prevent financial losses at scale.
Why This Role Matters
Dispute management directly impacts revenue and account stability.
In this role, you’ll own:
Dispute win rates
Financial loss reduction
SLA adherence and operational efficiency
Team performance and accountability
What You’ll Own (First 90 Days)
Success in this role means you’ll be able to:
Fully understand dispute workflows across PayPal, Adyen, and Shopify
Establish baseline metrics (volume, win rate, resolution time)
Implement SOPs and structured case management
Build reporting visibility through dashboards and tracking
Improve handling time and operational consistency
Increase dispute win rates and reduce losses
Achieve 95%+ adherence to SOPs and QA standards
What You’ll Do
Monitor dispute rates and proactively prevent escalations
Ensure all cases are actioned, documented, and within SLA (no backlog)
Track volume trends, detect spikes, and resolve root causes
Analyze outcomes (won/lost/refunded) to improve performance
Lead and manage a team of 11 agents, driving KPIs and accountability
Deliver clear, actionable reports (daily, weekly, monthly)
Maintain strong communication and operational discipline
This Role Is a Strong Fit If You:
Have 2–3+ years in dispute/chargeback management (eCommerce or payments)
Have strong PayPal dispute experience (end-to-end handling)
Understand dispute workflows across PayPal, Adyen, and Shopify
Are highly analytical and comfortable working with performance data
Can identify root causes and implement solutions to reduce disputes
Have strong attention to detail in case handling and evidence submission
Have experience managing or coaching a team and driving KPIs
Are comfortable owning performance and being measured on results
Team Fit
We’re building a high-accountability team. This role is best suited for someone who thrives in:
Ownership over outcomes (not just execution)
Fast-paced, performance-driven environments
Data-driven decision making
Continuous improvement and optimization
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