Dispute Team Lead (Customer Service - Disputes)

Dispute Team Lead (Customer Service - Disputes) 🔥 If you have strong dispute experience and want to own performance, outcomes, and impact—we’d love to hear from you. Own dispute performance. Reduce losses. Protect revenue. We’re hiring a Dispute Team Lead to take full ownership of dispute and chargeback operations. This is a high-impact role responsible for ensuring cases are handled accurately, on time, and within SLA—while maintaining low dispute rates and strong account health. You won’t just manage disputes—you’ll drive outcomes, improve win rates, and prevent financial losses at scale. Why This Role Matters Dispute management directly impacts revenue and account stability. In this role, you’ll own: Dispute win rates Financial loss reduction SLA adherence and operational efficiency Team performance and accountability What You’ll Own (First 90 Days) Success in this role means you’ll be able to: Fully understand dispute workflows across PayPal, Adyen, and Shopify Establish baseline metrics (volume, win rate, resolution time) Implement SOPs and structured case management Build reporting visibility through dashboards and tracking Improve handling time and operational consistency Increase dispute win rates and reduce losses Achieve 95%+ adherence to SOPs and QA standards What You’ll Do Monitor dispute rates and proactively prevent escalations Ensure all cases are actioned, documented, and within SLA (no backlog) Track volume trends, detect spikes, and resolve root causes Analyze outcomes (won/lost/refunded) to improve performance Lead and manage a team of 11 agents, driving KPIs and accountability Deliver clear, actionable reports (daily, weekly, monthly) Maintain strong communication and operational discipline This Role Is a Strong Fit If You: Have 2–3+ years in dispute/chargeback management (eCommerce or payments) Have strong PayPal dispute experience (end-to-end handling) Understand dispute workflows across PayPal, Adyen, and Shopify Are highly analytical and comfortable working with performance data Can identify root causes and implement solutions to reduce disputes Have strong attention to detail in case handling and evidence submission Have experience managing or coaching a team and driving KPIs Are comfortable owning performance and being measured on results Team Fit We’re building a high-accountability team. This role is best suited for someone who thrives in: Ownership over outcomes (not just execution) Fast-paced, performance-driven environments Data-driven decision making Continuous improvement and optimization Department Customer Service Remote status Fully Remote About GTE GTE is a global direct-to-consumer company founded in 2018 and headquartered in The Netherlands. With 160+ remote e-commerce professionals worldwide, we operate 50+ online stores, aiming for $200M in revenue by 2026. We blend local brand experiences with global logistics—powered by a culture of freedom, excellence, and high performance. Founded in 2018 Coworkers 160