Team Lead, Trust & Safety Operations

About the role

MoonPay is seeking a Team Lead, Trust & Safety Operations to head its Bangalore‑based analyst team covering fraud operations and disputes/chargebacks. You will drive operational excellence across fraud alerts, transaction monitoring, manual reviews, dispute handling, chargebacks and escalations.

Key responsibilities

• Lead and coach a team of Trust & Safety Analysts across fraud and dispute workflows.
• Own daily performance metrics such as fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality and SLA adherence.
• Act as senior escalation point for complex cases, ensuring timely, consistent, risk‑based decisions.
• Partner with L2 analysts to improve decision quality, run calibration sessions and align analysts with internal policies and card network rules.
• Use QA insights, operational data and case trends to coach the team, refine playbooks and strengthen decision‑making.
• Identify fraud and chargeback trends, bottlenecks and emerging risks, turning insights into actionable improvement plans.
• Lead strategic initiatives such as process redesign, workflow optimisation, tooling enhancements and AI‑enabled automation.
• Collaborate with cross‑functional teams to improve fraud controls, dispute outcomes, customer experience and operational scalability.

Required profile

• 4‑5+ years of people‑management experience leading analyst teams in Trust & Safety, Fraud Operations, Risk or Payments environments.
• Hands‑on experience with transaction monitoring, fraud alerts and disputes/chargebacks workflows.
• Deep knowledge of fraud typologies (account takeover, scams, synthetic identity, friendly fraud, mule activity) and chargeback lifecycle, including Visa and Mastercard rules.
• Proven ability to maintain high standards of quality, productivity, SLA compliance and risk decisioning in a fast‑paced, high‑volume setting.
• Strong analytical mindset with experience interpreting operational data, spotting trends and driving improvements.
• Excellent written and verbal communication skills for interaction with analysts, senior stakeholders and external partners.

Required skills

• Experience with fraud tooling, rule tuning or decision engines.
• Familiarity with the Unit21 case‑management solution.
• Comfort using AI, automation and workflow productivity tools to enhance efficiency and decision quality.