Chargeback Team Lead

As the Card Disputes Team Lead youll build and lead a team responsible for investigating and resolving customer card fraud and non-fraud disputes and managing chargeback cases primarily under Visa and Mastercard scheme rules.

Youll own the teams end-to-end operational performance and ensure customers receive accurate fair and timely outcomes. Youll balance speed quality customer experience risk and cost while developing a high-performing and supportive team.

What youll be doing:

• Hire onboard coach and develop the São Paulo Card Disputes team building the knowledge and resilience needed to handle complex cases and periods of high demand.

• Own operational performance across SLAs and KPIs including speed quality cost productivity rework and manual touch points per case.

• Manage queues and shift coverage to meet demand handovers and unexpected volume changes.

• Build deep expertise across customer card fraud non-fraud disputes and chargebacks.

• Ensure the team correctly applies Visa and Mastercard scheme requirements dispute conditions reason codes evidence standards and applicable deadlines.

• Develop the teams understanding of the end-to-end dispute lifecycle including dispute eligibility evidence collection chargeback submission representment or second-presentment review pre-arbitration and arbitration where applicable.

• Establish consistent decision-making through quality calibrations coaching documented standards and effective QA/QC controls.

• Promote a quality first at speed operating model reducing avoidable rework unnecessary manual touch points missed deadlines and customer harm.

• Act as the first escalation point for complex cases operational incidents tooling problems process failures and volume spikes.

• Maintain clear process documentation decision guidance controls and escalation paths ensuring important scheme or process changes are understood and consistently applied.

• Identify and deliver measurable process improvements that strengthen quality speed scalability and operational control.

• Work closely with Spend Risk Risk and Controls Product and Servicing Leadership.

• Collaborate with other Card Disputes leaders to align standards share knowledge and coordinate operational changes.

Qualifications :

• You have proven experience leading and developing teams in a high-volume operational environment.

• You have practical knowledge of card fraud card disputes and chargeback operations with experience working with Visa and/or Mastercard scheme rules.

• You understand the end-to-end dispute lifecycle including evidence requirements reason codes scheme deadlines and escalation stages.

• You can use SLAs capacity productivity quality and customer-experience metrics to identify gaps and improve performance.

• You have strong analytical and problem-solving skills and can translate data and root-cause findings into clear actions.

• You can design and maintain effective operational controls while balancing customer outcomes compliance risk and efficiency.

• You are confident coaching specialists giving actionable feedback managing performance and supporting career development.

• You communicate clearly in English and can influence stakeholders across Operations Product Risk Compliance and Fraud Prevention.

• You demonstrate sound judgement adaptability and ownership particularly when managing complex cases or operational incidents.

• You are customer-focused and can empower your team to make accurate consistent and independent decisions.

Additional Information :

Please submit your resume in English. We want to be sure we give everyones application a fair review! Resumes in Portuguese will not be consider.

This is a hybrid position located in Sao Paulo Brazil and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation
 

• RSUs in a rapidly growing company
• Flexible working model
• An annual self-development budget
• Health and dental allowance for you and your dependents
• Company-paid: Life Insurance and an EAP program
• Paid time off: 30 days vacation 3 Me days 1 volunteer day annually
• A paid 6-week sabbatical leave after four years
• 8-weeks of paid parental leave after a year with us and child care assistance
• Transportation vouchers
• Food (730 BRL per month) and meal (1188 BRL per month) vouchers
• TotalPass access to 3500 gyms and studios throughout Brazil
• Click here to learn more about the benefits that we offer at Wise
   

For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time