Dispute Team Lead (Customer Service Disputes)

Own dispute performance. Reduce losses. Protect revenue.

Were 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 SLAwhile maintaining low dispute rates and strong account health.

You wont just manage disputesyoull 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 youll own:

• Dispute win rates

• Financial loss reduction

• SLA adherence and operational efficiency

• Team performance and accountability

What Youll Own (First 90 Days)

Success in this role means youll 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 Youll 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 23 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

Were 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