<h2><span><strong>Own dispute performance. Reduce losses. Protect revenue.</strong></span></h2><p>We’re hiring a <strong>Dispute Team Lead</strong> 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.</p><p>You won’t just manage disputes—you’ll drive outcomes, improve win rates, and prevent financial losses at scale.</p><p></p><h2><span><strong>Why This Role Matters</strong></span></h2><p>Dispute management directly impacts revenue and account stability.</p><p>In this role, you’ll own:</p><ul><li><p>Dispute win rates</p></li><li><p>Financial loss reduction</p></li><li><p>SLA adherence and operational efficiency</p></li><li><p>Team performance and accountability</p></li></ul><p></p><h2><span><strong>What You’ll Own (First 90 Days)</strong></span></h2><p>Success in this role means you’ll be able to:</p><ul><li><p>Fully understand dispute workflows across PayPal, Adyen, and Shopify</p></li><li><p>Establish baseline metrics (volume, win rate, resolution time)</p></li><li><p>Implement SOPs and structured case management</p></li><li><p>Build reporting visibility through dashboards and tracking</p></li><li><p>Improve handling time and operational consistency</p></li><li><p>Increase dispute win rates and reduce losses</p></li><li><p>Achieve 95%+ adherence to SOPs and QA standards</p></li></ul><p></p><h2><span><strong>What You’ll Do</strong></span></h2><ul><li><p>Monitor dispute rates and proactively prevent escalations</p></li><li><p>Ensure all cases are actioned, documented, and within SLA (no backlog)</p></li><li><p>Track volume trends, detect spikes, and resolve root causes</p></li><li><p>Analyze outcomes (won/lost/refunded) to improve performance</p></li><li><p>Lead and manage a team of 11 agents, driving KPIs and accountability</p></li><li><p>Deliver clear, actionable reports (daily, weekly, monthly)</p></li><li><p>Maintain strong communication and operational discipline</p></li></ul><p></p><h2><span><strong>This Role Is a Strong Fit If You:</strong></span></h2><ul><li><p>Have 2–3+ years in dispute/chargeback management (eCommerce or payments)</p></li><li><p>Have strong <strong>PayPal dispute experience</strong> (end-to-end handling)</p></li><li><p>Understand dispute workflows across PayPal, Adyen, and Shopify</p></li><li><p>Are highly analytical and comfortable working with performance data</p></li><li><p>Can identify root causes and implement solutions to reduce disputes</p></li><li><p>Have strong attention to detail in case handling and evidence submission</p></li><li><p>Have experience managing or coaching a team and driving KPIs</p></li><li><p>Are comfortable owning performance and being measured on results</p></li></ul><p></p><h2><span><strong>Team Fit</strong></span></h2><p>We’re building a high-accountability team. This role is best suited for someone who thrives in:</p><ul><li><p>Ownership over outcomes (not just execution)</p></li><li><p>Fast-paced, performance-driven environments</p></li><li><p>Data-driven decision making</p></li><li><p>Continuous improvement and optimization</p></li></ul>