Dispute and Chargeback Manager

About Circle of Greatness
At Circle of Greatness, we help entrepreneurs, business owners, and industry leaders scale through world-class coaching, events, sales systems, AI, and marketing strategies.

Our mission is to create extraordinary client experiences while operating with excellence, integrity, and accountability.

As we continue to grow, we're looking for a Disputes & Chargebacks Manager to protect the financial health of our organization by leading our dispute resolution strategy, reducing chargeback rates, and continuously improving internal processes.

If you're analytical, highly organized, and passionate about solving complex problems while leading a high-performing team, we'd love to meet you.

Position Overview
The Disputes & Chargebacks Manager is responsible for overseeing the company's entire chargeback and payment dispute process across all payment processors.

This role will lead a dedicated disputes team, ensure timely responses to every incoming dispute, improve dispute win rates, identify trends that create financial risk, and collaborate across departments to proactively reduce future disputes.

This position has a direct impact on company revenue, payment processor relationships, customer experience, and operational excellence.

Key Responsibilities
Chargeback & Dispute Management

• Manage and oversee all incoming payment disputes and chargebacks across payment platforms such as Stripe, PayPal, Authorize.net, and other processors.
• Review every dispute to determine the strongest response strategy.
• Build persuasive evidence packages that maximize dispute win rates.
• Ensure all disputes are submitted accurately and before processor deadlines.
• Maintain complete documentation for every case.

Team Leadership

• Lead, coach, and develop the Disputes & Chargebacks team.
• Assign workloads and monitor team productivity.
• Create standard operating procedures (SOPs) and continuously improve workflows.
• Conduct regular quality reviews and provide coaching to improve performance.
• Foster a culture of accountability, ownership, and continuous improvement.

Prevention & Risk Reduction

• Analyze dispute trends and identify root causes.
• Partner with Sales, Customer Success, Fulfillment, Finance, and Operations to reduce preventable disputes.
• Recommend improvements to customer communication, onboarding, billing, and fulfillment processes.
• Develop proactive strategies that lower chargeback percentages over time.

Reporting & Analytics

• Track and report on key performance metrics, including:
  • Chargeback Rate
  • Win Rate
  • Financial Recovery
  • Monthly Trends
  • Processor Health
  • Team Productivity
• Present insights and recommendations to leadership.
• Build dashboards and reporting systems that support data-driven decisions.

Compliance & Process Improvement

• Stay current on Visa, Mastercard, American Express, Discover, and payment processor regulations.
• Ensure all dispute responses meet compliance standards.
• Improve internal documentation and operational processes to increase efficiency and consistency.

Qualifications
Required Experience

• 3+ years of experience managing chargebacks, disputes, payment risk, or fraud prevention.
• Experience with payment processors such as Stripe, PayPal, Authorize.net, or similar platforms.
• Previous leadership or management experience.
• Strong understanding of Visa, Mastercard, American Express, and chargeback regulations.
• Experience creating dispute evidence packages with high success rates.

Skills

• Exceptional analytical and problem-solving skills.
• Outstanding written communication.
• Excellent organizational and time management abilities.
• Ability to prioritize multiple deadlines in a fast-paced environment.
• Strong leadership, coaching, and mentoring skills.
• High attention to detail.
• Advanced proficiency with Google Workspace, spreadsheets, and reporting tools.

Preferred Qualifications

• Experience working in coaching, education, digital products, events, or agency businesses.
• Experience with CRM platforms such as GoHighLevel, HubSpot, or Salesforce.
• Knowledge of subscription billing models and recurring payments.
• Familiarity with AI tools and workflow automation.

Success Metrics
Success in this role will be measured by:

• Reduced overall chargeback rate.
• Increased dispute win percentage.
• Faster dispute response times.
• Improved payment processor health.
• Accurate and timely reporting.
• Strong team performance and accountability.
• Continuous implementation of process improvements.

What We Offer

• Fully Remote Position
• Full-Time Employment
• Collaborative, high-performance culture
• Opportunities for professional growth and leadership development
• Work alongside a team passionate about innovation, excellence, and continuous improvement
• The opportunity to make a measurable impact on the financial health and long-term success of Circle of Greatness