Risk Operations, Dispute Supervisor

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.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, 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

The Square Risk team works to protect our customers and Square from financial risk coming from Fraud, Payment Disputes, and Credit. We keep our customers safe while $160B+ flows through Square annually, and we allow the entire company to take risks and grow. We take pride in our work and our mission to protect Square, protect our customers, and make a complicated and sometimes painful process understandable to all.

We are looking for someone to join the Dispute Operations Team within Square's Risk Organization. As a Dispute Operations Supervisor, you will lead operational teams focusing on process improvements, maintaining service levels, and project management. You will demonstrate expertise in disputes, people management, data analysis while partnering across product, engineering, machine learning, and policy teams to support our sellers from and during card disputes.

You Will:

Spend 40% of your time performing core operational responsibilities:

• Be a subject matter expert on card disputes, both from the issuing and acquiring sides.
• Oversee the dispute intake process for Square Card, taking the appropriate actions following Square's policies, applicable card scheme regulations, and federal regulations.
• Perform deep-dive investigations into complex disputes and perform root cause analysis to identify the true reason behind a dispute.
• Advocate for Square Sellers by managing and responding to cardholder disputes by ensuring the highest quality of representments.
• Gather evidence from multiple data sources, both internal and open sources, to prove the validity of the transaction, while meeting required timeframes and card scheme requirements.
• Manage dispute escalations and complaints with the highest degree of efficiency.
• Keep up with card network updates and regulations to ensure continued compliance.
• Communicate with customers, and internal and external parties to ensure all Service level agreements are met.

Spend 60% of your time focused on people management, project management, escalations, dispute consultancy, and data analysis.

• Work on the team vision to provide the best dispute resolution services for Square's Seller customers by managing performance and providing coaching to dispute specialists.
• Be an administrator for the dispute case queues, ensuring that the system performs to be used for maximum efficiency.
• Ensure the dispute case queues and team performance metrics are attained (case per day, QA, Service level agreements, and win rates).
• Oversee the team in ensuring that all dispute specialists provide prompt, knowledgeable, and professional services to all Square sellers and partners. Perform regular QAs to spotlight top performers, surface training needs, and identify process and product improvement opportunities.
• Perform regular reviews of department processes, performance and systems to identify gaps and guide improvements. Through data analysis and assessment of current systems, provide recommendations to Head of Dispute Operations to gain efficiencies and reduce touchpoints in the dispute process.
• Perform regular reviews of dispute case volumes to identify staffing needs. Manage recruiting efforts and partner with Talent Team to bring top-quality candidates to fill important roles.
• Coordinate training for new hires and current teams while partnering with teams to develop team policies, procedures, and training for all dispute-related processes.
• Build relationships with the rest of Risk Operations, and partners such as Customer Success to facilitate selle