Dispute Team Lead (Customer Service - Disputes)

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