Card Disputes Team Lead

Card Disputes Team Lead

Job Description

As the Card Disputes Team Lead, you’ll build and lead a team responsible for investigating and resolving customer card fraud and non-fraud disputes and managing chargeback cases, primarily under Visa and Mastercard scheme rules.

You’ll own the team’s end-to-end operational performance and ensure customers receive accurate, fair and timely outcomes. You’ll balance speed, quality, customer experience, risk and cost while developing a high-performing and supportive team.

What you’ll be doing:

• Hire, onboard, coach and develop the São Paulo Card Disputes team, building the knowledge and resilience needed to handle complex cases and periods of high demand.
• Own operational performance across SLAs and KPIs, including speed, quality, cost, productivity, rework and manual touch points per case.
• Manage queues and shift coverage to meet demand, handovers and unexpected volume changes.
• Build deep expertise across customer card fraud, non-fraud disputes and chargebacks.
• Ensure the team correctly applies Visa and Mastercard scheme requirements, dispute conditions, reason codes, evidence standards and applicable deadlines.
• Develop the team’s understanding of the end-to-end dispute lifecycle, including dispute eligibility, evidence collection, chargeback submission, representment or second-presentment review, pre-arbitration and arbitration where applicable.
• Establish consistent decision-making through quality calibrations, coaching, documented standards and effective QA/QC controls.
• Promote a “quality first at speed” operating model, reducing avoidable rework, unnecessary manual touch points, missed deadlines and customer harm.
• Act as the first escalation point for complex cases, operational incidents, tooling problems, process failures and volume spikes.
• Maintain clear process documentation, decision guidance, controls and escalation paths, ensuring important scheme or process changes are understood and consistently applied.
• Identify and deliver measurable process improvements that strengthen quality, speed, scalability and operational control.
• Work closely with Spend Risk, Risk and Controls, Product and Servicing Leadership.
• Collaborate with other Card Disputes leaders to align standards, share knowledge and coordinate operational changes.

Qualifications

• You have proven experience leading and developing teams in a high-volume operational environment.

• You have practical knowledge of card fraud, card disputes and chargeback operations, with experience working with Visa and/or Mastercard scheme rules.

• You understand the end-to-end dispute lifecycle, including evidence requirements, reason codes, scheme deadlines and escalation stages.

• You can use SLAs, capacity, productivity, quality and customer-experience metrics to identify gaps and improve performance.

• You have strong analytical and problem-solving skills and can translate data and root-cause findings into clear actions.

• You can design and maintain effective operational controls while balancing customer outcomes, compliance, risk and efficiency.

• You are confident coaching specialists, giving actionable feedback, managing performance and supporting career development.

• You communicate clearly in English and can influence stakeholders across Operations, Product, Risk, Compliance and Fraud Prevention.

• You demonstrate sound judgement, adaptability and ownership, particularly when managing complex cases or operational incidents.

• You are customer-focused and can empower your team to make accurate, consistent and independent decisions.

• Additional Information

• Please submit your resume in English. We want to be sure we give everyone's application a fair review! Resumes in Portuguese will not be consider.

• This is a hybrid position located in Sao Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation

• RSU’s in a rapidly growing company

• Flexible working model

• An annual self-development budget

• Health and dental allowance for you and your dependents

• Company-paid: Life Insurance, and an EAP program

• Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

• A paid 6-week sabbatical leave after four years

• 8-weeks of paid parental leave, after a year with us and child care assistance

• Transportation vouchers

• Food (730 BRL per month) and meal (1,188 BRL per month) vouchers

• TotalPass access to 3,500 gyms and studios throughout Brazil

• Click here to learn more about the benefits that we offer at Wise

• For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

• We're proud to have a truly international team, and we celebrate our differences.

• Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

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