Disputes Operations Lead

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

We are looking for a highly motivated, inquisitive, and resourceful individual to join the Dispute Operations Team within Square’s Risk Organization. As a Dispute Operations Lead, you will lead the team in safeguarding merchants against first-party fraud and transactional confusion by effectively recovering losses incurred through chargebacks. 

This position requires extensive comprehension and substantial experience in successfully implementing and adhering to chargeback rules set by various card networks. It entails effectively managing an operations team while maintaining consistent adherence to company and regulatory standards.  Additionally, the role involves providing valuable advisory services to merchants, offering insights into industry-leading best practices regarding chargeback prevention and recovery.

You will:

• Lead and manage the dispute operations team, ensuring efficient handling of cases and providing excellent service to Square sellers and partners.
• Conduct performance evaluations, QAs, and provide coaching and mentoring for team members' professional development.
• Administer chargeback case queues to maximize system efficiency.
• Stay updated on industry regulations, card network rules, and best practices for compliance.
• Serve as the main point of contact for chargeback-related inquiries, escalations, and complaints, resolving issues promptly.
• Continuously assess and improve workflows, adhere to SLAs, monitor and manage team KPIs, and achieve high customer satisfaction.
• Evaluate department processes, performance, and systems to drive improvements.
• Analyze data to recommend efficiency enhancements in the chargeback process.
• Monitor chargeback case volumes and proactively identify staffing needs.
• Manage recruiting efforts and coordinate training for new hires and current teams.
• Build relationships and partner with the rest of the Risk Operations organization and cross-functional partners.

Qualifications

You have:

• Minimum 2 years of leadership and people management experience with a proven track record of high performance.
• Minimum 3 years of experience in payments, fraud management, and/or chargeback management.
• Creative problem-solving skills with the ability to find solutions in ambiguous situations and execute with cross-functional partners.
• Self-motivated and able to work independently or in teams to drive execution.
• Strong analytical skills with great attention to detail.
• Excellent organization and time management skills to handle multiple competing priorities.
• Quick learner who thrives in a fast-paced environment.
• Customer-focused with a passion for improving the customer experience.
• Collaborative problem solver with a strong interest in financial technology.
• Ability to synthesize information and provide clear and concise recommendations.
• Strong verbal and written communication skills with the ability to engage with the team effectively.
• Cross-functional communication and influencing skills.
• Proficiency in SQL, Looker, Excel, data analysis tools, and a data-driven work style.
• Project management experience is a plus

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geog