[Hiring] Dispute Team Lead @GTE

Role Description

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.

Qualifications

• 2–3+ years in dispute/chargeback management (eCommerce or payments)
• Strong PayPal dispute experience (end-to-end handling)
• Understanding of dispute workflows across PayPal, Adyen, and Shopify
• Highly analytical and comfortable working with performance data
• Ability to identify root causes and implement solutions to reduce disputes
• Strong attention to detail in case handling and evidence submission
• Experience managing or coaching a team and driving KPIs
• Comfortable owning performance and being measured on results

Requirements

• 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

Benefits

• Ownership over outcomes (not just execution)
• Fast-paced, performance-driven environments
• Data-driven decision making
• Continuous improvement and optimization