Team Lead, Trust & Safety Ops

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MoonPay

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

₿ Crypto

💳 Fintech

🌐 Web 3

💰 $87M Series A on 2022-04

Crypto • Fintech • Web 3

MoonPay is a leading platform in the cryptocurrency industry, providing users with a seamless way to buy, sell, and swap cryptocurrencies. With a focus on user experience, MoonPay allows individuals to integrate various payment methods, such as Apple Pay, Google Pay, and PayPal, to quickly purchase crypto assets. MoonPay is decentralized, offering non-custodial services in over 180 countries and supporting more than 50 crypto assets. The platform prioritizes security and compliance, employing AES-256 encryption and adhering to standards like PCI-DSS and ISO certifications. Additionally, MoonPay facilitates easy management of digital wallets and collectibles, ensuring users can monitor their portfolio across its 300+ partners.

📋 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. • 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.

🎯 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