Shopper Risk Operations Team Lead

  About Sezzle:
With a mission to financially empower the next generation, Sezzle is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We’re not just transforming payments; we’re redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we’re building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you’re excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at Sezzle and help create the future of shopping!
About the Role:
We are seeking a talented and motivated Shopper Risk Operations team lead who is best-in-class, with a high IQ and a high EQ. This role presents an exciting opportunity to thrive in a dynamic, fast-paced environment within a rapidly growing team, with abundant prospects for career advancement.The 

Shopper Risk Operations team lead directs the daily operations of the Shopper Risk Operations team. As team lead, you will be responsible for managing daily shopper risk and fraud prevention operations and team performance, analyzing trends and advising management, identifying process and product improvements, and making recommendations.

• Monday -Friday between 9:00 am and 5:30 pm - local time (Central time zone).

This will be a non-exempt/hourly position. Due to the requirements of the position, only English resumes will be accepted.   What You'll Do:

• Measure and track team and team member performance.
• Ensure adherence to department processes and company policies to meet performance metrics.
• Analyze data to alert Risk Operations management on developing fraud trends, scam merchants, product features and processes that lead to disputes and chargebacks.
• Identify and recommend process improvements and product enhancements to increase productivity and chargeback win rates while maintaining high quality standards.
• Maintain adequate staffing levels to ensure chargebacks are processed before response deadlines.
• Advise on staffing as necessary based on incoming escalation volumes and complexity.
• Coach and advise team members by providing them with guidance and training resources for career development.

What We Look For:

• Minimum two years management experience or relevant experience in managing an operations team in e-commerce or banking.
• Bachelor’s degree in an accredited academic institution.
• Proficiency in word processing and spreadsheet software, such as Google Suite or Microsoft Office.
• Ability to safeguard confidentiality of personally identifiable information (PII) displayed in documentation received and systems used.
• Experience in analyzing data and comfortable making impactful decisions in a fast-paced and sometimes ambiguous environment
• Attention to detail and ability to multitask
• Excellent problem-solving and analytical skills
• Strong business judgment and communication skills
• Demonstrated experience working with Claude or equivalent large language model tools is required; candidates must be comfortable leveraging AI to enhance productivity, research, and communication.

Preferred Qualifications

• Four years of fraud prevention and/or chargeback processing experience
• Two years of management experience in fraud prevention and/or chargeback operations.
• Experience in payment processing concepts and procedures.
• Experience in using chargeback or fraud case management software.

About You:

• You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
• You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things
• You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking.
• You earn trust - you listen attentively, speak candidly, and treat others respectfully.
• You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly.
• You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle.

What Makes Working at Sezzle Awesome:
At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. We believe in surrounding ourselves with only the best and the brightest individuals. Our culture is not defined by a certain set of perks designed to give the illusion of the traditional startup culture, but rather, it is the visible example living in every employee that we hire.
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