Supervisor, Merchant Disputes

Upgrade is seeking a highly experienced and detail-oriented Merchant Disputes Supervisor to join their contractor lending team. In this role, the supervisor will be responsible for leading a team of dispute specialists, mastering process workflows, recommending process improvements, and identifying emerging dispute trends.

The ideal candidate will possess a comprehensive understanding of small business risk management and will be able to establish and maintain effective risk controls. They will also be responsible for ensuring adherence to relevant regulatory compliance standards and optimizing operational processes for efficiency and risk mitigation.

Upgrade offers competitive compensation and benefits, including medical, dental, and vision insurance, flexible PTO, and opportunities for professional growth and development.

What this role involves:

• Leading and managing a team of 4-5 dispute specialists.
• Mastering process workflows and systems.
• Recommending process improvements.
• Identifying emerging dispute trends.
• Developing metrics and KPIs.
• Providing training and constructive feedback.
• Managing complex or escalated investigations.
• Collaborating with cross-functional teams.

Requirements:

• 5+ years of experience in risk management, analytics, and dispute resolution.
• Bachelor’s degree in Finance, Economics, Business Administration, or a related field.
• Proven ability to analyze trends and identify opportunities for business improvement.
• Strong leadership, problem-solving, and technical skills.
• Ability to work cross-functionally in a fast-paced environment.
• Excellent attention to detail, communication and interpersonal skills.
• Ability to build trust with your team and foster a culture of accountability.
• Comfortable working in a dynamic environment with shifting priorities.

What Upgrade offers:

• Competitive salary and stock option plan
• 100% paid coverage of medical, dental and vision insurance
• Flexible PTO
• Competitive 401(k) and RRSP program
• Opportunities for professional growth and development
• Paid parental leave
• Health & wellness initiatives