Topstep

Topstep

Manager, Chargeback Recovery

Chicago, IL · Full-time

Sponsorship not specified$100k-$108kDetected 8 days ago
SQLProject ManagementExcelResearchLeadershipCommunicationCollaborationMentoring

About the role

  • This is a people leadership role at the center of day-to-day chargeback operations.
  • 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.

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.
  • Partner with the Program Standards team to ensure SOPs, training, and QA standards reflect live operational reality.
  • partner with Product and Engineering to build scalable representment and queue management infrastructure.
  • 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.
  • Identify opportunities to streamline and automate chargeback recovery workflows; partner with Product and Engineering to build scalable representment and queue management infrastructure.
  • Proven people leadership skills - experience conducting performance evaluations, delivering structured feedback, coaching for development, and building team accountability.
  • Excellent organizational and communication skills - able to manage competing priorities and translate operational detail into leadership-ready reporting.

Requirements

  • proficiency in SQL, Excel, or comparable tools to monitor KPIs and drive operational decisions.
  • Strong analytical skills and a data-driven work style; proficiency in SQL, Excel, or comparable tools to monitor KPIs and drive operational decisions.

Nice to have

  • 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.
  • Project management experience is a plus.
  • SQL or data querying proficiency for investigative research and trend analysis is a plus.

Skills

  • Notice Pursuant to 775 ILCS 5/2-102(L).
  • Topstep LLC uses artificial intelligence ("AI") in connection with its recruitment and hiring process.

Compensation

  • New Hire Base Salary Range

Equal opportunity

  • Employer
  • Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.
  • Interested in the role? Apply today with your resume!
  • Notice of Use of Artificial Intelligence in Recruitment and Hiring: Notice Pursuant to 775 ILCS 5/2-102(L). Topstep LLC uses artificial intelligence ("AI") in connection with its recruitment and hiring process. Examples include, but are not limited to, AI tools used to improve job descriptions, generate interview questions, draft communications, assist with scheduling, and source candidates, as well as AI features built into third-party platforms such as LinkedIn, Indeed, and Glassdoor. Topstep will not use AI that has the effect of subjecting employees or applicants to discrimination on the basis of any protected class under the Illinois Human Rights Act.
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This listing is sourced directly from Topstep's careers page and normalized into a canonical job model.