Team Lead

Role: Team Lead

Location: Augusta, GA

Mode of Hire: Full Time

Key Responsibilities Team Management & Leadership

• Supervise, coach, and motivate a team of Dispute Specialists to achieve performance targets.
• Conduct regular team huddles, one-on-one sessions, and performance reviews.
• Monitor productivity, quality, attendance, and adherence metrics.
• Identify skill gaps and drive training, coaching, and development plans.
• Manage escalations and provide resolution support for complex cases.

Operational Oversight

• Oversee dispute processing activities including chargebacks, representments, and arbitration cases.
• Ensure adherence to SLAs, turnaround times, and card network deadlines.
• Monitor dispute queues, workload distribution, and case aging.
• Ensure accuracy of case documentation and decision-making.
• Act as a Subject Matter Expert (SME) for dispute processes and systems.

Chargeback & Dispute Governance

• Review complex chargeback and representment cases for quality and accuracy.
• Approve or guide decisions on high-risk or high-value disputes.
• Ensure compliance with Visa, Mastercard, Discover, and other network rules.
• Track and analyze dispute trends, root causes, and process gaps.
• Coordinate with internal stakeholders and external partners (banks/merchants).

Customer Experience & Escalations

• Handle critical customer escalations and ensure timely resolution.
• Ensure team delivers clear, compliant, and professional communication.
• Drive a customer-centric approach