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MoonPay

Onboarding the 🌍 to web3 🌕

Team Lead, Trust & Safety Ops

OperationsOperationsFull TimeRemoteSeniorTeam 201-500Since 2018H1B SponsorCompany SiteLinkedIn

Location

India

Posted

1 day ago

Salary

0

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

Team Lead, Trust & Safety Ops

MoonPay

• Lead and coach a team of Trust & Safety Analysts across Fraud Operations and Disputes workflows. • Own daily operational performance across fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality, and SLA adherence. • Act as the senior operational escalation point for complex cases, ensuring decisions are timely, consistent, and risk-based. • Drive high standards of communication, structure, and follow-through across the team, ensuring priorities, risks, escalations, and decisions are clearly documented and communicated. • Partner closely with the L2 Analysts to improve decision quality, run calibration sessions, identify knowledge gaps, and ensure analysts are aligned with internal policies, risk frameworks, and card network rules. • Use QA insights, operational data, case trends, and analyst performance data to coach the team, improve playbooks, and strengthen decision-making across fraud and disputes workflows. • Identify fraud and chargeback trends, operational bottlenecks, control gaps, and emerging risks, then turn these insights into clear action plans and measurable improvements. • Lead strategic initiatives across Trust & Safety Ops, including process redesign, workflow optimisation, playbook development, tooling improvements, automation opportunities, and AI-enabled operational enhancements. • Collaborate with other teams to improve fraud controls, dispute outcomes, customer experience, and operational scalability. • Create a high-accountability team culture where ownership, responsiveness, operational discipline, and proactive problem-solving are the standard.

Job Requirements

  • 4-5+ years of people management experience leading analyst teams in Trust & Safety, Fraud Operations, Risk Operations, Payments Operations, Disputes, Chargebacks, or a similar high-risk operational environment.
  • Strong hands-on experience across both transaction monitoring / fraud alerts and disputes / chargebacks workflows.
  • Deep understanding of fraud typologies such as account takeover, scams, payment fraud, synthetic identity, friendly fraud, mule activity, and suspicious transaction patterns.
  • Strong knowledge of the chargeback lifecycle, representment process, dispute evidence preparation, reason codes, and card network rules, especially Visa and Mastercard.
  • Proven ability to lead operational teams in a fast-paced, high-volume environment while maintaining strong standards across quality, productivity, SLAs, and risk decisioning.
  • Experience managing escalations, incidents, urgent risk events, and time-sensitive workflows with calm, structured, and clear communication.
  • Strong analytical mindset, with the ability to interpret operational data, identify root causes, spot trends, and translate insights into practical improvements.
  • Excellent written and verbal communication skills, with the ability to communicate clearly with analysts, senior stakeholders, cross-functional teams, and external partners.
  • Highly organised, structured, and proactive, with strong follow-through and the ability to manage multiple priorities without losing operational detail.
  • Experience driving process improvements, building playbooks, improving decision frameworks, and leading initiatives that go beyond day-to-day BAU management.
  • Comfortable using AI, automation, workflow, and productivity tools to improve team efficiency, decision quality, documentation, reporting, and operational outcomes.
  • Strong interest in crypto, fintech, payments, and the future of digital finance.
  • Nice-to-have experience
  • Exposure to fraud tooling, rule tuning, or decision engines.
  • Experience working with 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 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 get a little extra for utilities
  • Monthly budget to spend on our products and zero fee crypto transactions: Cultivate your inner DEGEN
  • Employee referral programme: Great people know great people, refer them to receive 10K in USDC
  • Regular remote company offsites: Meet your colleagues regularly for high impact in person sessions and hackathons
  • Working in a disruptive and fast-growing company where excellence is rewarded

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