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Team Lead, Trust & Safety Ops (Bangalore)

2 months, 3 weeks ago
India
Full-time
Lead
Technical Lead
Software Development
Apply Now
MoonPay

MoonPay

MoonPay is a specialist provider and operator of multiple, alternative digital payment technologies and infrastructure. They offer a total solution for payment requirements, including card issuing, program management, and pay2card services. MoonPay is ...

Diversified Financial Services
251-1K
Founded 2018
$1050M raised
View All Jobs 3

Description

  • 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.
  • Serve as the senior escalation point for complex cases and ensure timely, consistent, risk-based decisions.
  • Drive clear communication, documentation, and follow-through on priorities, risks, escalations, and decisions.
  • Partner with analysts to improve decision quality through calibration sessions, knowledge-gap identification, and policy and card-network alignment.
  • Use QA insights, operational data, case trends, and analyst performance data to strengthen coaching, playbooks, and decision-making.
  • Identify fraud and chargeback trends, bottlenecks, control gaps, and emerging risks, and turn them into action plans.
  • Lead process redesign, workflow optimization, playbook development, tooling improvements, automation, and AI-enabled operational enhancements.
  • Collaborate with other teams to improve fraud controls, dispute outcomes, customer experience, and operational scalability.
  • Build a high-accountability team culture centered on ownership, responsiveness, operational discipline, and proactive problem-solving.

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 environment.
  • Strong hands-on experience with both transaction monitoring / fraud alerts and disputes / chargebacks workflows.
  • Deep understanding of fraud typologies including 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 standards for quality, productivity, SLAs, and risk decisioning.
  • Experience managing escalations, incidents, urgent risk events, and time-sensitive workflows with calm and structured communication.
  • Strong analytical mindset with the ability to interpret operational data, identify root causes, spot trends, and translate insights into improvements.
  • Excellent written and verbal communication skills for working with 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.
  • Experience driving process improvements, building playbooks, improving decision frameworks, and leading initiatives beyond day-to-day BAU management.
  • Comfort using AI, automation, workflow, and productivity tools to improve efficiency, decision quality, documentation, reporting, and operational outcomes.
  • Strong interest in crypto, fintech, payments, and the future of digital finance.
  • Exposure to fraud tooling, rule tuning, or decision engines is preferred.
  • Experience with Unit21 case management solution is preferred.
  • Exposure to workforce planning, capacity management, queue management, and performance forecasting is preferred.

Benefits

  • Competitive salary package.
  • Equity package for all employees.
  • Pay-for-performance equity bonus.
  • Moonshot award with a $250,000 equity grant for exceptional impact.
  • Unlimited holidays.
  • Hybrid working schedule with fully remote or nearest Moonbase options.
  • Private healthcare benefits.
  • Enhanced parental leave.
  • Annual training budget.
  • Home office setup allowance.
  • Remote working allowance for utilities.
  • Monthly budget for MoonPay products and zero-fee crypto transactions.
  • Employee referral programme with a 10K USDC reward.
  • Regular remote company offsites.

Interested in this position?

Apply directly on the company website

Apply Now

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