Chargeback Team Lead
Core
Lead a team investigating and resolving customer card fraud and non-fraud disputes, managing chargeback cases under Visa and Mastercard scheme rules to ensure accurate, fair, and timely outcomes.
Role type
Senior Team Lead, Card Disputes Operations
Builds
End-to-end operational performance for card dispute resolution and chargeback management
Domain
Fintech / Payments / Card Schemes
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and development, Card fraud and dispute operations expertise, Visa/Mastercard scheme rules knowledge, End-to-end dispute lifecycle management, SLA and KPI ownership, Operational process improvement, Stakeholder communication, Analytical problem-solving, Quality control and calibration, Coaching and performance management
Preferred skills
Experience in high-volume operational environments, Data-driven decision making, Cross-functional collaboration
Technologies
Visa scheme rules, Mastercard scheme rules, Dispute lifecycle tools
Responsibilities
Hire, onboard, coach, and develop the São Paulo Card Disputes team; Own operational performance across SLAs and KPIs (speed, quality, cost, productivity); Manage queues and shift coverage; Ensure correct application of scheme requirements and deadlines; Establish consistent decision-making through QA/QC controls; Act as escalation point for complex cases and incidents; Identify and deliver process improvements; Collaborate with Risk, Product, and Servicing Leadership.
Seniority
Senior, hands-on IC with team leadership
