Team Lead, Trust & Safety Ops (Bangalore)

MoonPay is building the operating system for value movement—moving crypto, stablecoins, tokenized assets, and everything that comes next. With 30M+ customers and 500+ ecosystem partners relying on the platform, the company operates at significant scale and moves fast. You'll be joining a team that's intentional about outcomes over process, uses AI as a default tool across every role, and has been recognized as one of Forbes' Best Startup Employers and a top-ranked crypto services company.

The Trust & Safety Operations team in Bangalore needs a leader who can run excellent day-to-day operations while also thinking strategically about how to improve and scale. You'll manage a team of analysts handling fraud detection, transaction monitoring, disputes, chargebacks, and escalations. Your success means better fraud prevention, lower chargeback rates, faster SLA performance, and a stronger operational foundation as the function grows.

What You'll Do

• Lead and develop a team of Trust & Safety Analysts across Fraud Operations and Disputes workflows, owning their coaching, performance, and growth.
• Manage daily operations including fraud alerts, transaction monitoring, manual reviews, disputes handling, escalations, productivity, quality metrics, and SLA adherence.
• Serve as the escalation point for complex cases, making consistent, risk-based decisions with clear documentation and communication.
• Work with Quality Analysts to improve decision quality, run calibration sessions, identify knowledge gaps, and ensure the team understands internal policies, risk frameworks, and card network rules like Visa and Mastercard.
• Use operational data, QA insights, and case trends to coach the team, strengthen playbooks, and improve fraud and disputes decision-making.
• Spot fraud and chargeback trends, operational bottlenecks, control gaps, and emerging risks, then build action plans and measure improvements.
• Lead strategic initiatives like process redesign, workflow optimization, playbook development, and automation opportunities powered by AI.
• Build a culture of ownership and operational discipline where the team solves problems proactively and takes responsibility for results.

What You'll Bring

• Four to five-plus years leading analyst teams in Trust & Safety, Fraud Operations, Risk Operations, Payments Operations, Disputes, Chargebacks, or similar high-risk environments.
• Hands-on expertise across both transaction monitoring and fraud alerts alongside disputes and chargebacks workflows.
• Deep knowledge of fraud types: account takeover, scams, payment fraud, synthetic identity, friendly fraud, mule activity, and suspicious transaction patterns.
• Strong understanding of chargeback lifecycle, representment, dispute evidence, reason codes, and card network rules.
• Proven ability to lead teams in fast-paced, high-volume settings while maintaining quality, productivity, SLA, and risk standards.
• Experience managing escalations, incidents, and time-sensitive workflows with calm, structured communication.
• Analytical mindset: you interpret operational data, spot root causes and trends, and turn insights into practical improvements.

What We Offer

• Remote work based in India with flexible shift and weekend coverage as needed for business operations.
• The chance to lead at a high-velocity company where outcomes and impact matter more than hierarchy.
• A culture that defaults to AI and automation, letting you focus on strategic and high-judgment work.