The Disputes Resolution team is responsible for providing guidance during the chargeback process, building trust in payments and resolving merchant and buyer discrepancies. We work closely with our Support, Finance, Risk, Legal, and Product teams to ensure a seamless experience for our customers, specifically during the chargeback process.

You will:

- Recruit and lead the Disputes Resolution Support team
- Excel in core Disputes support activities, including clearly communicating with customers via email, phone and our CRM tool to reach case resolution
- Provide strategic insights and lead continuous improvement efforts in customer service and operations
- Coordinate day-to-day actions, coach, and manage a Disputes support team to set and achieve concrete targets every quarter by reviewing operations performance metrics, setting new performance goals, defining process improvement opportunities, and mentoring operations team members in the execution of these activities
- Schedule optimal phone and email shifts and ensure adherence
- Develop and analyze Operational and Support metrics to measure the performance of the team
- Coach and mentor team members with a focus on professional development and upstream thinking
- Utilize deep product and industry knowledge while serving as a strong cross functional leader
- Develop and lead end-to-end project plans and ensure on-time delivery of critical Risk initiatives
- Scale the Disputes team by capitalizing on opportunities for increased effectiveness and efficiency

You have:

- A BA/BS degree from a leading academic institution
- 6 to 8 years experience working in Customer Support and/or Chargeback Resolution and/or Collections services and/or a related field
- 2 to 4 years leading high impact teams or projects
- Self-starter with a strong work ethic and an ability to work independently
- Excellent analytical and communication skills 
- The ability to influence and inspire others 
- Past product and/or project management experience
- Creative problem-solving abilities and a passion for innovation
- Experience building and scaling operations, particularly in a fast-paced startup or tech environment
- SQL skills a plus

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.