Team Lead Card Disputes

About the role

You have probably used our card readers to buy a cappuccino or pay your hairdresser already. We are passionate about creating an excellent experience that enables our merchants to start, run, and grow their own businesses. At SumUp, our Operations teams are the backbone that ensures a seamless experience for our millions of merchants.

Our boldness, startup mindset, empathy and love for products foster a creative environment for our employees. We value an entrepreneurial spirit and seek to build lasting relationships among our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all.

In this position You’ll

• Supervise, mentor, and coach a team of disputes specialists to achieve performance goals (time to resolution, recovery rates)  and maintain high standards of service.
• Conduct regular performance reviews, provide feedback, and identify training needs to enhance team capabilities.
• Oversee the end-to-end process of handling card disputes and chargebacks, ensuring compliance with card network regulations (e.g., Visa, Mastercard).
• Review complex cases, provide guidance on resolution strategies
• Monitor case progress to ensure timely resolution within regulatory deadlines.
• Identify opportunities to streamline dispute and chargeback processes to improve efficiency and reduce losses.
• Identify opportunities to automate dispute and chargeback processes and engage with cross-team stake-holders to drive automation projects forward
• Be ambassador of SumUp’s culture and values and to lead by example 

Your profile

• 3+ years of experience in payment disputes, chargebacks, or related fields within financial services or banking.
• 1+ years of leadership or supervisory experience, preferably managing a team in a customer-facing or operations role.
• Strong understanding of card network rules (Visa, Mastercard, etc.) and chargeback processes.
• You have excellent interpersonal skills - the ability to truly empathise with and get the most out of your team members is key.
• You have effective stakeholder management skills, as well as the capacity for making data-driven decisions.
• You weigh up options and produce practical and workable solutions.
• You thrive in a fast-paced and ever-changing environment.
• Proficiency in English at working level

Perks & Benefits

• €2,000 yearly learning & development budget

• Participate in our VSOP (Virtual Stock Option Plan)

•  25+ days of paid leave, plus 1-month sabbatical every 3 years

• Childbirth/adoption bonuses

• Co-sponsored Multisport card & wellness perks

• Monthly meal vouchers and flexible benefits

• Comprehensive health & life insurance

• An inclusive, values-driven team that celebrates diversity

About SumUp

We believe in the everyday hero.

Small business owners are at the heart of all we do, so we create powerful, easy-to-use financial solutions to help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love. 

SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

SumUp will not accept unsolicited resumes from any source other than directly from a candidate.

Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.