Chargeback Team Lead

As the Card Disputes Team Lead, you’ll 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. You’ll own the team’s end-to-end operational performance and ensure customers receive accurate, fair and timely outcomes. You’ll balance speed, quality, customer experience, risk and cost while developing a high-performing and supportive team.

What you’ll 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 team’s 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.