SummaryThe 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.
Interested in the role? Apply today with your resume! 
