Team Lead, Trust & Safety Ops

This is a fully remote position, open to applicants in India.

📋 Description

• Lead and mentor a team of Trust & Safety Analysts focusing on Fraud Operations and Disputes workflows.

• Take ownership of daily operational performance related to fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality, and adherence to SLAs.

• Serve as the senior operational escalation point for complex cases, ensuring that decisions are made in a timely, consistent, and risk-based manner.

• Foster high standards of communication, structure, and follow-through within the team, ensuring that priorities, risks, escalations, and decisions are documented and communicated clearly.

• Collaborate closely with L2 Analysts to enhance decision quality, conduct calibration sessions, identify knowledge gaps, and ensure alignment with internal policies, risk frameworks, and card network regulations.

• Utilize QA insights, operational data, case trends, and analyst performance metrics to coach the team, refine playbooks, and enhance decision-making across fraud and disputes workflows.

• Recognize fraud and chargeback trends, operational bottlenecks, control gaps, and emerging risks, translating these insights into actionable plans and measurable improvements.

• Lead strategic projects within Trust & Safety Ops, such as process redesign, workflow optimization, playbook development, tooling enhancements, automation opportunities, and AI-driven operational improvements.

• Work in partnership with other teams to enhance fraud controls, dispute results, customer experience, and operational scalability.

• Cultivate a high-accountability team culture that emphasizes ownership, responsiveness, operational discipline, and proactive problem-solving.

⛳️ Requirements

• 4-5+ years of experience in people management, leading analyst teams in Trust & Safety, Fraud Operations, Risk Operations, Payments Operations, Disputes, Chargebacks, or a similar high-risk operational setting.

• In-depth hands-on experience in both transaction monitoring/fraud alerts and disputes/chargebacks workflows.

• Comprehensive understanding of fraud typologies including account takeover, scams, payment fraud, synthetic identities, friendly fraud, mule activity, and suspicious transaction patterns.

• Strong knowledge of the chargeback lifecycle, representment process, dispute evidence preparation, reason codes, and card network regulations, particularly Visa and Mastercard.

• Proven track record of leading operational teams in a fast-paced, high-volume environment while upholding strong standards in quality, productivity, SLAs, and risk decision-making.

• Experience managing escalations, incidents, urgent risk events, and time-sensitive workflows with calm, structured, and clear communication.

• Strong analytical mindset capable of interpreting operational data, identifying root causes, spotting trends, and converting insights into practical improvements.

• Excellent written and verbal communication skills, with the ability to clearly convey information to analysts, senior stakeholders, cross-functional teams, and external partners.

• Highly organized, structured, and proactive, with strong follow-through and the ability to manage multiple priorities while maintaining operational details.

• Experience in driving process improvements, developing playbooks, enhancing decision frameworks, and leading initiatives that extend beyond routine business-as-usual management.

• Comfortable utilizing AI, automation, workflow, and productivity tools to enhance team efficiency, decision quality, documentation, reporting, and operational outcomes.

• Strong interest in cryptocurrency, fintech, payments, and the future of digital finance.

• Nice-to-have experience includes:

• Exposure to fraud tooling, rule tuning, or decision engines.

• Familiarity with the Unit21 case management solution.

• Exposure to workforce planning, capacity management, queue management, and performance forecasting.

🏝️ Benefits

• Competitive salary package

• Equity package: We believe financial freedom starts with our employees, so all employees have ownership at MoonPay

• Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards

• Moonshot award: We honor exceptional impact - 10 employees twice a year, each earning a $250,000 equity grant.

• Unlimited holidays: We give you the autonomy to choose when to work (and when to switch off)

• Hybrid working schedule: Work fully remotely or from your nearest Moonbase, the choice is yours

• Private healthcare benefits: To protect you and your loved ones

• Enhanced parental leave: So you can spend more time with your loved ones without a second thought

• Annual training budget: We support your training journey every step of the way

• Home office setup allowance: Create the home office of your dreams

• Remote working allowance: Those working fully remotely receive additional support for utilities

• Monthly budget to spend on our products and zero-fee crypto transactions: Cultivate your inner DEGEN

• Employee referral program: Great people know great people, refer them to receive 10K in USDC

• Regular remote company offsites: Meet your colleagues for impactful in-person sessions and hackathons

• Work in a disruptive and fast-growing company where excellence is rewarded