About The Team

Job Description:

Team Leadership & People Management
Lead, coach, and supervise a team of senior customer service agents to achieve daily operational targets and KPIs.
Monitor individual and team performance, providing regular feedback, coaching, and development plans.
Conduct performance reviews, one-on-one sessions and manage attendance, scheduling including workforce planning.
Identify training gaps and work with the Training/L&D team to upskill agents.
Drive a high-performance culture focused on accountability, accuracy, and customer-centricity.
Operational Management
Oversee end-to-end handling of customer disputes and transaction investigations.
Ensure cases are processed within defined SLAs and according to internal SOPs and regulatory requirements.
Monitor case queues, prioritize workloads, and manage escalations effectively.
Review and approve high-risk, complex, or sensitive cases before final resolution.
Ensure proper documentation, evidence gathering, and decision rationale are maintained.
Quality & Compliance
Work with QA to perform regular quality audits on dispute resolutions and customer communications.
Ensure adherence to regulatory requirements, internal policies, and compliance standards.
Identify process gaps, risks, and control weaknesses, and recommend corrective actions.
Ensure vulnerable customer considerations and fair treatment principles are applied consistently.
Stakeholder Collaboration
Work closely with Anti-Fraud, Risk, Product, Compliance, Legal, and Payment Operations teams to investigate and resolve disputes.
Act as a key escalation point for internal and external stakeholders.
Participate in cross-functional meetings related to disputes trends, fraud patterns, and process improvements.
Support regulatory, tribunal, or legal case requirements where necessary.
Reporting & Process Improvement
Track and analyze disputes trends, root causes, and operational performance metrics.
Prepare daily/weekly/monthly reports on team performance, SLA adherence, and case outcomes.
Identify recurring issues and propose process, system, or policy enhancements.
Contribute to SOP updates, automation initiatives, and workflow optimization.

Requirements

Bachelor's degree in a related field or equivalent work experience.
Minimum 3–5 years experience in customer service operations, disputes, chargebacks, or fraud investigations
At least 1–2 years in a supervisory or team lead role
Experience in fintech, eWallet, banking, payments, or BNPL environment is highly preferred
Strong knowledge of disputes/chargeback processes and payment ecosystems
Ability to manage conflicts and high-pressure escalations
Proficient in CRM tools, ticketing systems, and MS Office / Google Workspace
Ability to analyze data and generate performance reports
May be required to support shift rotations, weekends, or public holidays depending on operational needs

Customer Service & Dispute Supervisor