About the Chance

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Team Lead, Trust & Safety Ops (Bangalore) (India)
🏢 MoonPay
📍 India