Webinar: Building Your Chargeback Management Team: Hiring, Structuring & Scaling for Success

As merchants work to get chargebacks in order, they need a dedicated chargeback management team. How do you build the right team from the ground up?

In this session, we will share strategies to help you design and scale a high-performing chargeback team. Whether you’re starting with a single specialist or expanding a mature operation, this webinar will equip you with the frameworks and insights to build a team that will take control of chargebacks.

Date: July 23, 2025

Time: 12:00PM EST

You will learn:

• Who to hire: what backgrounds and skills make a great chargeback specialist?
• Flexibility: How can you ensure team members have other roles in the company or hourly arrangements, so you maintain flexibility when volumes change?
• Weakest Links: How can you identify individuals who aren’t building the strongest evidence, and what steps can you take to address this?
• Org Design: where should the team sit: payments? operations? customer support?
• Cross-functional alignment with fraud, support, finance, and compliance teams.
• Education: How frequently should the team receive training on the industry, and what specific topics or information should be covered?
• Analysis Function: What is the purpose of an analysis function in chargebacks, and why is it essential for driving improvement?
• KPIs that matter: Win rates, representment cycle times, dispute volume trends.
• The technology stack you need to set in place.