Chargeback Team Lead

Company Description 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. 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. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram. 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. If you want to find out more about what it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.