Manager Chargeback Recovery
The Manager of Chargeback Recovery at Topstep is responsible for overseeing the entire chargeback representment and recovery process. This includes managing the chargeback queue, leading the operations team, and maintaining relationships with business process outsourcing (BPO) partners. The role is central to ensuring high win rates, adherence to service level agreements (SLAs), and operational efficiency within the chargeback program.
Key responsibilities encompass leading and managing the operations team, establishing performance standards, coaching, and ensuring accountability for case quality and throughput. The manager will oversee chargeback queue operations, including routing logic, triage protocols, workload balancing, and deadline adherence. Additionally, the role involves managing BPO relationships, holding vendors accountable to SLAs and quality standards, and driving continuous improvement. Regular performance reporting to leadership, staying current on card network chargeback rules, and serving as the primary escalation point for complex chargeback cases are also essential duties.
Candidates should have over four years of experience in payments, fraud, dispute, or chargeback operations, with at least two years in a people management or team lead role. A deep understanding of card network dispute rules across major card networks, including the CE 3.0 framework, is required. Proven leadership skills, experience managing BPO relationships, and proficiency in pre-dispute platforms are essential. Strong analytical skills, proficiency in SQL and Excel, and excellent organizational and communication abilities are also necessary.
The compensation package includes a base salary ranging from $100,000 to $107,500, with eligibility for a performance-based bonus. Full-time employees are offered competitive 401(k) matching, health, dental, and vision insurance. Additional benefits include seven company-paid holidays, generous family leave, front-loaded paid time off, a food and groceries budget, and contributions towards health and wellness.
Topstep fosters an engaging work environment that ranges from fully remote to hybrid, promoting a culture of collaboration. Employees are encouraged to take vacations, with a bonus provided for taking five consecutive days off. The company also offers employee referral bonuses and a robust Slack environment for communication.