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MoonPay is seeking a Team Lead for Trust & Safety Ops to manage a remote team in Bangalore, focusing on fraud operations and disputes. The role offers a competitive salary and equity package, with a strong emphasis on operational excellence and team leadership.
MoonPay is for builders with something to prove. This isn't a "work on cool crypto stuff" company. It's a high-standards, high-velocity, high-accountability company building the operating system for value movement. If the internet moves information, we move value: crypto, stablecoins, tokenized assets, and whatever comes next. Four offerings make that real: fund, tokenize, trade, and spend. 30M+ customers and 500+ ecosystem partners run on us. Licensed in the U.S. Regulated across the UK, EU, Canada, and Australia. AI is the default operating mode here. It's woven into every role, and we expect you to use it daily. It handles the manual work so you can deliver on what actually matters. You'll thrive here if outcomes excite you more than process, if impact motivates you more than titles, and if you want hard problems, real ownership, and teammates who love winning, building, and doing it together. The bar is high. The pace is real. We're building for what's next, for humans and agents.
- 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.
- 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.
- 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