Dispute Operational Lead, Seller Risk

  • St. Louis, MO
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Square, Inc. is seeking a seasoned payment Dispute Lead to join our dynamic Seller Risk operations team.

You will lead a small team of Dispute Specialists focused on the day to day operational tasks for the business. In the role you will lead efficiency efforts, ensure customer service is at the highest level, and provide strong leadership to grow the team's skill sets. The team will look to you to keep them engaged and motivated by driving your teams development plans and strategy.

In this role, you have the opportunity to develop strategy, drive roadmaps and manage key metrics. You will be required to engage in ongoing written and verbal communication with Risk management, customer success, analysts, engineers, and product teams in order to meet objectives, contribute to tool enhancements and toward increasing dispute win rates. This position requires an in-depth understanding of the chargeback rules issued by the card networks and interpreted by the acquiring banks.

You Will:

Lead a team of 6-7 high performing specialists in a fast-paced environment including performance management, coaching, developing and driving the vision for the team.

Develop and implement comprehensive dispute improvement strategies and business rules that balance dispute loss, cost of execution, and customer experience.

Recommend enhancements and process improvements based on assessment of internal systems and processes.

Effectively present and communicate analyses to management and other stakeholders in order to drive business decisions.

Analyse data using SQL and BI tools to drive actionable insights and perform ad-hoc analysis to identify trends and improve automation.

Build strong relationships with Customer Success, Sales and Account Management to facilitate seller education and dispute management.

Build team; manage recruiting efforts and partner with Talent Team to bring in top quality candidates to fill critical roles.


Bachelors Degree in Statistics, Math, Engineering, Economics, Business, or related field + 2-5 years relevant work experience.

People leadership with a minimum of 3 years of proven experience leading teams.

Excellent interpersonal skills with the ability to communicate with diverse technical and non-technical groups, spanning all organisational levels.

Ability to take ownership of projects, interpret ambiguous situations and make decisions in a fast-paced environment without compromising on customer experience and/or financial losses.

Excellent written, oral and presentation skills and an ability to synthesize information and make clear, concise recommendations on a course of action.

Preferred deep understanding of the payment dispute landscape across all participants issuer, merchant, acquirer and network.

Strong skills in SQL, CRM, and Data analysis tools.

Creative, team-focused, and effective problem solver.

A strong passion for Squares mission.

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.