Chargeback Team Lead

Wise
São Paulo
Workplace: HybridFull timeBRL 16,500 - 19,500 monthlyFunction: Administration & Executive AssistanceSkills: ["Leadership","Coaching","Analytical thinking","Problem-solving","Stakeholder management","Judgement","Communication"]

Lead the São Paulo Card Disputes operation, managing a team that investigates and resolves customer card fraud and non-fraud disputes and chargeback cases. Own end-to-end operational performance against SLAs and KPIs across speed, quality, cost, productivity, and rework. Ensure correct application of Visa/Mastercard scheme requirements and evidence standards while coaching specialists, improving processes, and serving as the first escalation point for complex cases and operational incidents.

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Wise
Wise
1 day ago

Chargeback Team Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live

Job Summary

Lead the São Paulo Card Disputes operation, managing a team that investigates and resolves customer card fraud and non-fraud disputes and chargeback cases. Own end-to-end operational performance against SLAs and KPIs across speed, quality, cost, productivity, and rework. Ensure correct application of Visa/Mastercard scheme requirements and evidence standards while coaching specialists, improving processes, and serving as the first escalation point for complex cases and operational incidents.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Hire, onboard, coach, and develop the São Paulo Card Disputes team to handle complex cases and high-demand periods.
  • •Own operational performance across SLAs and KPIs, including speed, quality, cost, productivity, rework, and manual touch points.
  • •Manage queues and shift coverage to meet demand, including handovers and volume changes.
  • •Build deep expertise across card fraud, non-fraud disputes, and chargebacks.
  • •Ensure correct application of Visa and Mastercard scheme requirements, dispute conditions, reason codes, evidence standards, and deadlines; provide escalation support for complex cases and operational incidents.

Pay and Benefits

Salary: BRL 16,500 - 19,500 monthly
Equity and Bonus:Equity
Perks:RsusHealth InsuranceDentalLife InsuranceEap ProgramPaid LeaveSabbatical LeaveParental LeaveChildcareCommuter BenefitsMeal VouchersLearning BudgetGym Membership

Key Requirements

  • •Proven experience leading and developing teams in a high-volume operational environment.
  • •Practical knowledge of card fraud, card disputes, and chargeback operations, including experience with Visa and/or Mastercard scheme rules.
  • •Understanding of the end-to-end dispute lifecycle, including evidence requirements, reason codes, scheme deadlines, and escalation stages.
  • •Ability to use SLAs, capacity, productivity, quality, and customer-experience metrics to identify gaps and improve performance.
  • •Strong analytical and problem-solving skills, with the ability to translate root-cause findings into clear actions and operational controls.
Experience:PaymentsFintechCard disputesChargebacksFraudFinancial services
Skills:LeadershipCoachingAnalytical thinkingProblem-solvingStakeholder managementJudgementCommunication
Languages:English

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
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Glassdoor: 3.8
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