[Hiring] Chargeback Team Lead @Fullsteam

Role Description

The Chargebacks Team is a specialized function within Payments Customer Support responsible for managing payment disputes from initial notification through resolution. The team works with merchants, business units, and payment partners to:

• Review disputes
• Gather supporting documentation
• Manage response deadlines
• Submit dispute responses
• Communicate case status throughout the process

The team is seeking a Chargeback Team Lead to oversee daily operations, coaching, quality, and performance. This role ensures service, productivity, compliance, and business goals are met while partnering with management to develop employees and improve operations.

Qualifications

• 3+ years of chargeback, dispute resolution, fraud operations, or payment processing experience
• Experience leading, coaching, mentoring, or coordinating a team
• Strong analytical and problem-solving skills, with the ability to manage competing priorities
• Advanced knowledge of chargeback regulations, dispute processes, and card network requirements

Requirements

• Team Leadership and Employee Development
  • Coach and support Chargeback Specialists, including onboarding, training, and ongoing development
  • Reinforce policies, procedures, best practices, and clear performance expectations
  • Promote an accountable, collaborative, and positive team environment
• Operational Management
  • Monitor workloads, queues, service levels, and staffing priorities to meet deadlines
  • Serve as the primary escalation point for operational and employee questions
  • Ensure compliance with card network requirements, internal procedures, and business continuity needs
• Quality and Performance Oversight
  • Review quality, productivity, service levels, and operational performance
  • Provide feedback, recognize achievements, and partner with management on performance concerns or corrective actions
  • Promote consistent, accurate, and accountable execution across the team
• Stakeholder Partnership
  • Partner with business units, internal departments, and leadership to support operational goals and changes
  • Communicate operational risks, challenges, opportunities, and priorities to management
  • Represent the chargeback team in cross-functional discussions and projects
• Continuous Improvement
  • Improve workflows, procedures, documentation, and standard operating practices
  • Support testing, implementation, and adoption of system and process enhancements
  • Drive consistency and operational excellence through continuous improvement

Benefits

• Salary range: $32.00/hour - $35.00/hour USD