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Locations Supported 🌍

• India (Bangalore) - EU hour coverage 

Relocation available: No 

Work pattern:

• This role is remote until we have an office set up in Bengaluru. This role requires weekend and shift work, depending on business needs.

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About the Opportunity

We’re looking for a Team Lead, Trust & Safety Operations to lead MoonPay’s Bangalore-based Trust & Safety Ops analyst team across Fraud Operations and Disputes / Chargebacks workflows.

In this role, you will be responsible for leading a team of Trust & Safety Analysts, ensuring operational excellence across fraud alerts, transaction monitoring, manual reviews, disputes handling, chargebacks, and escalations. You will own team performance, coaching, process maturity, operational execution, and continuous improvement - while partnering closely with the Quality Analyst to improve decision quality, consistency, and standards across the team.

Your work will directly impact fraud prevention, chargeback rates, customer experience, operational quality, SLA performance, and the scalability of MoonPay’s Trust & Safety function.

This is a great opportunity for someone who is not only strong at running high-performing BAU operations, but who also brings structure, urgency, curiosity, and strategic thinking. We’re looking for someone who proactively identifies problems, brings solutions, uses data to drive improvements, and is comfortable leveraging AI and automation tools to make operations smarter, faster, and more effective.

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What You Will Do

• 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.

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About You

Must-have experience and skills

• 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.