Chargeback Team Lead

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Payments Customer Support Department serves as Fullsteam’s central resource for payment-related support, partnering with merchants, business units, processors, and internal teams to resolve payment issues, enhance the merchant experience, and drive operational excellence across the payment lifecycle. The department provides expertise in payment processing, merchant support, operational problem solving, and process improvement while working closely with teams across the organization.

The Chargebacks Team is a specialized function within Payments Customer Support responsible for managing payment disputes from initial notification through resolution. The team works with merchants, business units, and payment partners to review disputes, gather supporting documentation, manage response deadlines, submit dispute responses, and communicate case status throughout the process. By helping protect merchant revenue, identifying dispute trends, and promoting best practices, the Chargebacks Team plays a critical role in supporting Fullsteam’s merchants and overall support strategy.

The team is seeking a Chargeback Team Lead to oversee daily operations, coaching, quality, and performance. This role ensures service, productivity, compliance, and business goals are met while partnering with management to develop employees and improve operations.

Primary Responsibilities:

Team Leadership and Employee Development

- Coach and support Chargeback Specialists, including onboarding, training, and ongoing development.
- Reinforce policies, procedures, best practices, and clear performance expectations.
- Promote an accountable, collaborative, and positive team environment.

Operational Management

- Monitor workloads, queues, service levels, and staffing priorities to meet deadlines.
- Serve as the primary escalation point for operational and employee questions.
- Ensure compliance with card network requirements, internal procedures, and business continuity needs.

Quality and Performance Oversight

- Review quality, productivity, service levels, and operational performance.
- Provide feedback, recognize achievements, and partner with management on performance concerns or corrective actions.
- Promote consistent, accurate, and accountable execution across the team.

Stakeholder Partnership

- Partner with business units, internal departments, and leadership to support operational goals and changes.
- Communicate operational risks, challenges, opportunities, and priorities to management.
- Represent the chargeback team in cross-functional discussions and projects.

Continuous Improvement

- Improve workflows, procedures, documentation, and standard operating practices.
- Support testing, implementation, and adoption of system and process enhancements.
- Drive consistency and operational excellence through continuous improvement.

Skills & Competencies:

Chargeback Operations

- Advanced knowledge of chargebacks, dispute resolution, fraud prevention, card network requirements, and recovery practices.
- Ability to resolve escalated operational issues and complex disputes.

Leadership and Coaching

- Demonstrated ability to lead, coach, motivate, and develop employees.
- Strong conflict resolution, engagement, and accountability skills.

Operational Excellence

- Strong organization and decision-making, with the ability to balance quality, productivity, compliance, and service levels.
- Commitment to continuous improvement and operational effectiveness.

Communication and Collaboration

- Strong written and verbal communication skills.
- Ability to build cross-functional relationships and communicate expectations and priorities clearly.

Minimum Qualifications:

- 3+ years of chargeback, dispute resolution, fraud operations, or payment processing experience.
- Experience leading, coaching, mentoring, or coordinating a team.
- Strong analytical and problem-solving skills, with the ability to manage competing priorities.
- Advanced knowledge of chargeback regulations, dispute processes, and card network requirements.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.