Chargeback Team Lead

As the Chargeback Team Lead, you will play a major role in managing and optimizing our chargeback processes. You’ll lead a team responsible for handling chargeback management, analysing trends, and providing insightful reports. Your expertise will contribute to minimizing financial losses, improving operational flow, and optimizing the Payments operations.

Responsibilities:

1. Chargeback Management:

- Develop and implement strategies to reduce chargeback rates and recover revenue.
- Oversee the end-to-end chargeback process, including dispute resolution, documentation, and communication with chargeback vendors and payment service providers.
- Collaborate with cross-functional teams such as Fraud Prevention, Customer Support, and Finance and Technical Support to address chargeback-related issues.

2. Data Analysis and Reporting:

- Analyse chargeback trends, identify patterns, and recommend proactive measures.
- Create regular reports on chargeback metrics, including win/loss rates, reasons for chargebacks, and financial impact.
- Present findings to senior management and propose actionable insights.

3. Process Improvement:

- Continuously evaluate existing chargeback processes and identify areas for enhancement.
- Work closely with development teams to improve chargeback automation and streamline workflows.
- Stay informed about industry best practices and regulatory changes related to chargebacks.

4. Relationship Management:

- Collaborate with external partners to resolve complex chargeback cases.
- Maintain strong relationships with payment processors and other relevant stakeholders.

REQUIREMENTS

- Minimum 3 years of experience in chargeback, Payments or Fraud Prevention.
- Proficiency in analysis skills such as SQL and Excel.
- Experience in leading a team- advantage.
- Bachelor’s degree in a relevant field (e.g., Business, Finance, or Economics).
- Strong analytical skills with the ability to interpret data and draw actionable conclusions.
- Excellent communication skills, both written and verbal.
- Familiarity with payment industry regulations and chargeback rules (e.g., Visa, Mastercard, etc.).