Risk Operations, Dispute Supervisor

  • Full-time
  • Alternate Location: St. Louis, United States

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

The Square Risk team works to protect our customers and Square from financial risk coming from Fraud, Payment Disputes, and Credit. We keep our customers safe while $160B+ flows through Square annually, and we allow the entire company to take risks and grow. We take pride in our work and our mission to protect Square, protect our customers, and make a complicated and sometimes painful process understandable to all.

We are looking for someone to join the Dispute Operations Team within Square's Risk Organization. As a Dispute Operations Supervisor, you will lead operational teams focusing on process improvements, maintaining service levels, and project management. You will demonstrate expertise in disputes, people management, data analysis while partnering across product, engineering, machine learning, and policy teams to support our sellers from and during card disputes.

You Will:

Spend 40% of your time performing core operational responsibilities:

  • Be a subject matter expert on card disputes, both from the issuing and acquiring sides.
  • Oversee the dispute intake process for Square Card, taking the appropriate actions following Square's policies, applicable card scheme regulations, and federal regulations.
  • Perform deep-dive investigations into complex disputes and perform root cause analysis to identify the true reason behind a dispute.
  • Advocate for Square Sellers by managing and responding to cardholder disputes by ensuring the highest quality of representments.
  • Gather evidence from multiple data sources, both internal and open sources, to prove the validity of the transaction, while meeting required timeframes and card scheme requirements.
  • Manage dispute escalations and complaints with the highest degree of efficiency.
  • Keep up with card network updates and regulations to ensure continued compliance.
  • Communicate with customers, and internal and external parties to ensure all Service level agreements are met.

Spend 60% of your time focused on people management, project management, escalations, dispute consultancy, and data analysis.

  • Work on the team vision to provide the best dispute resolution services for Square's Seller customers by managing performance and providing coaching to dispute specialists.
  • Be an administrator for the dispute case queues, ensuring that the system performs to be used for maximum efficiency.
  • Ensure the dispute case queues and team performance metrics are attained (case per day, QA, Service level agreements, and win rates).
  • Oversee the team in ensuring that all dispute specialists provide prompt, knowledgeable, and professional services to all Square sellers and partners. Perform regular QAs to spotlight top performers, surface training needs, and identify process and product improvement opportunities.
  • Perform regular reviews of department processes, performance and systems to identify gaps and guide improvements. Through data analysis and assessment of current systems, provide recommendations to Head of Dispute Operations to gain efficiencies and reduce touchpoints in the dispute process.
  • Perform regular reviews of dispute case volumes to identify staffing needs. Manage recruiting efforts and partner with Talent Team to bring top-quality candidates to fill important roles.
  • Coordinate training for new hires and current teams while partnering with teams to develop team policies, procedures, and training for all dispute-related processes.
  • Build relationships with the rest of Risk Operations, and partners such as Customer Success to facilitate seller education and dispute management.


  • 2+ years of previous operations leadership experience in the payments fraud risk or credit card chargebacks spaces.
  • 3+ years of experience working in payments fraud risk or credit card chargebacks.
  • A creative ability to find answers and solutions to business problems and to implement a vision with the team.
  • Grasp ideas with willingness and ability to adapt and thrive in a fast-paced environment.
  • A desire to improve the customer experience.
  • Creative and team-focused with a passion for Square and an interest in financial technology.
  • Summarize information and make clear, factual, and concise recommendations on a course of action.
  • Eloquent and able to engage with the team to ensure information is relayed factually.
  • Desired: skills in SQL, Looker, Excel, and data analysis tools to use data to make informed decisions.

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $85,900 - USD $104,900
Zone B: USD $79,800 - USD $97,600
Zone C: USD $73,000 - USD $89,200
Zone D: USD $64,400 - USD $78,800

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

  • Healthcare coverage
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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