Team Lead, Trust & Safety Ops (Bangalore)

Job description

## About MoonPay 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. **Recent recognition:** [Forbes' America's Best Startup Employers 2026 .](https://www.forbes.com/lists/americas-best-startup-employers/) 2nd in Crypto Services on [Fortune's inaugural Crypto 100](https://fortune.com/ranking/crypto/) [The Sunday Times Best Places to Work](https://www.thetimes.com/best-places-to-work/medium-companies/article/best-medium-companies-2026-hg8f06jrv) two years running **Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learned, diversity cannot.** ## **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. --- ## **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. --- ## **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. --- ## **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.