Chargeback Team Lead
Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.More about our mission and what we offer. 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. 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 u...