Manager Chargeback Recovery

Summary

The Manager, Chargeback Recovery owns the end-to-end execution of Topstep's chargeback representment and recovery operations — managing the chargeback queue, leading the operations team, overseeing the BPO relationship, and driving the win rates, SLA adherence, and operational efficiency that define program performance. This is a people leadership role at the center of day-to-day chargeback operations.

Key Responsibilities

• Lead and manage the operations team — own performance standards, coaching, development, and accountability for case quality and throughput.
• Oversee chargeback queue operations — own routing logic, triage protocols, workload balancing, and deadline adherence.
• Manage the BPO relationship for chargeback case handling — hold vendors accountable to SLAs and quality standards, track output, and drive continuous improvement.
• Deliver consistent performance reporting to leadership — win/loss rates by reason code and processor, pre-dispute deflection analysis, volume trends, and capacity gaps.
• Stay current on card network chargeback rules, and industry best practices; translate changes into operational adjustments.
• Serve as the primary escalation point for complex chargeback, pre-arbitration, arbitration cases, and cross-functional chargeback issues.
• Partner with the Program Standards team to ensure SOPs, training, and QA standards reflect live operational reality.
• Monitor case volumes and proactively surface staffing needs and capacity risks to leadership.
• Identify opportunities to streamline and automate chargeback recovery workflows; partner with Product and Engineering to build scalable representment and queue management infrastructure.

Required Qualifications and Key Competencies

• 4 + years in payments, fraud, dispute, or chargeback operations, with at least 2 years in a people management or team lead role with a demonstrated track record of high performance.
• Deep knowledge of card network dispute rules across major card networks, including the CE 3.0 framework.
• Proven people leadership skills — experience conducting performance evaluations, delivering structured feedback, coaching for development, and building team accountability.
• Hands-on experience managing a BPO relationship — holding vendors to SLAs, driving quality, and implementing continuous improvement.
• Working knowledge of pre-dispute platforms (Ethoca, Verifi, RDR) and the ability to evaluate vendor performance and configuration decisions through data.
• Strong analytical skills and a data-driven work style; proficiency in SQL, Excel, or comparable tools to monitor KPIs and drive operational decisions.
• Excellent organizational and communication skills — able to manage competing priorities and translate operational detail into leadership-ready reporting.
• Comfortable operating in a build environment where process definition and execution happen simultaneously.
• Project management experience is a plus.
• SQL or data querying proficiency for investigative research and trend analysis is a plus.

Company Culture & Perks

• Topstep is an engaging working environment which ranges from fully remote to hybrid. We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
• Seven Company-paid Holidays and generous Family Leave. Paid time off is front-loaded.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
• Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

• $100,000 - $107,500.
• Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
• The compensation offered will take into account internal compensation structure and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued.