[Hiring] Team Lead, Trust & Safety Ops @MoonPay

Role Description

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.
• Owning team performance, coaching, process maturity, operational execution, and continuous improvement.
• Partnering closely with the Quality Analyst to improve decision quality, consistency, and standards across the team.
• Impacting fraud prevention, chargeback rates, customer experience, operational quality, SLA performance, and scalability of MoonPay’s Trust & Safety function.

Qualifications

• 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.

Requirements

• 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: 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. 20 employees a year, each earning a $250,000 equity grant
• Pension: employer contributions from day one
• Employee referral program: refer great people, earn 10K in USDC
• Flexible Time Off: choose when to work and when to switch off
• Recharge Period: end-of-year company-wide time off to rest and reset
• Birthday leave: take the day off to celebrate you
• Enhanced parental leave: more time with family, no second thought
• Hybrid working schedule: work fully remotely or from your nearest Moonbase
• Commuter benefits: public transport to and from the office
• Private healthcare benefits: to protect you and your loved ones
• Wellhub wellness membership: access to gyms, studios, classes, and wellness apps in one membership
• Enterprise access to the latest AI tools: Claude, ChatGPT, Gemini and whatever's next
• Lunch credit: meals covered on the days you're in the office
• Home office setup allowance: build the home office of your dreams
• Remote working allowance: those working fully remotely get a little extra for utilities
• Monthly product budget and zero-fee crypto transactions
• $1,000 Annual training budget: we support your learning journey
• High Potential Program: structured development, mentorship, and stretch opportunities
• Regular remote company offsites: high-impact in-person sessions and hackathons
• (Ireland) Cycle to Work scheme: tax-efficient bike, gear, and safety kit
• (UK) EV Salary Sacrifice: lease an electric vehicle through pre-tax salary