Dispute Team Lead (Customer Service - Disputes)

The Dispute Team Lead is responsible for managing dispute and chargeback operations, driving outcomes, improving win rates, and preventing financial losses. The role involves ownership of dispute workflows, team management, and operational efficiency in a high-impact environment.

Location: United States

Responsibilities

• 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

Requirements

• 2–3+ years in dispute/chargeback management (eCommerce or payments)
• Strong PayPal dispute experience (end-to-end handling)
• Understand 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