Remote Chargeback Team Lead

Summary

Join a fast-paced, forward-thinking company as a Chargeback Team Lead to oversee chargeback dispute management, lead fraud investigations, and ensure transaction process integrity. You will play a crucial part in protecting our business and enhancing player experiences by implementing best practices and optimizing our chargeback strategy.

Requirements

• 5+ years of experience in chargeback processing, fraud detection, or dispute resolution, preferably in gaming or financial services
• At least 1 year of management experience, including supervising a team and managing attendance and performance
• Proven ability to effectively onboard and train staff
• Skilled in preparing and presenting detailed reports on chargeback trends
• Familiarity with industry regulations and Visa/MasterCard rules
• Strong analytical skills for identifying trends and ensuring accuracy
• Excellent organizational skills with the ability to prioritize tasks effectively
• Strong verbal and written communication skills for effective interactions
• Quick analytical skills to develop solutions for chargeback issues
• Willingness to stay updated on industry trends and changes
• Familiarity with chargeback management tools and reporting software
• Ability to work collaboratively with cross-functional teams

Responsibilities

• Oversee and monitor the attendance and punctuality of Chargeback Analysts to ensure optimal staff coverage throughout shifts
• Manage and address CHB and Ethoca alerts, including customer service and internal escalations, ensuring they are resolved promptly and efficiently
• Lead the recruitment process for new analysts, providing comprehensive training and ongoing refreshers to enhance their skills and knowledge
• Coach and mentor team members to help them achieve their key performance indicator (KPI) goals and foster a high-performance culture
• Develop and manage the monthly team schedule to ensure adequate staffing levels meet operational demands
• Prepare and present detailed chargeback reports to management, highlighting findings and trends to inform decision-making
• Stay informed about industry developments and updates to company policies and procedures, ensuring the team remains compliant and effective
• Perform additional duties as assigned, contributing to the overall success of the chargeback operations

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky's the limit for your career