Analyst, Trust & Safety

Locations Supported: 

• Mexico (Remote)

Relocation available: No 

Work pattern:

• This role will be remote.

In this role, you will support MoonPay's Trust & Safety operations by working across both Fraud Operations and Disputes / Chargebacks workflows, helping to prevent fraud while ensuring a seamless customer experience.

You will sit within the Trust & Safety Operations team and work closely with CX, Compliance, Payments, and external partners (acquirers, payment providers).

Your work will directly impact fraud loss, chargeback rates, customer experience, and operational performance, playing a key role in protecting both MoonPay and its customers.

This is a great opportunity for someone who is comfortable operating across multiple workflows, with strong experience in fraud investigations and chargebacks, and a genuine interest in crypto.

• Perform manual reviews of customer accounts and transactions, assessing fraud risk using multiple data points
• Investigate and respond to fraud-related activity (ATO, scams, payment fraud) in real time
• Handle disputes end-to-end, including investigation, evidence preparation, and representment in line with Visa / Mastercard / PayPal / Venmo rules
• Make risk-based decisions across both fraud and disputes workflows, balancing fraud prevention, customer experience, and financial impact
• Identify and escalate fraud and chargeback patterns, contributing to rule improvements and prevention strategies
• Collaborate with cross-functional teams and external partners (acquirers, payment providers)
• Support development of operational processes, playbooks, and quality standards across both workflows
• Maintain high performance against KPIs (quality, productivity, SLAs)
  

• 2+ years experience in fraud operations, manual reviews, and chargebacks / disputes in fintech, payments, or high-risk environments
• Ability to operate across both fraud investigations and disputes workflows (or strong experience in one with exposure to the other)
• Understanding of chargeback lifecycle, reason codes (Visa / Mastercard), and dispute handling principles
• Strong knowledge of fraud risk signals, transaction analysis, and decision-making frameworks
• Ability to make consistent, high-quality decisions in fast-paced environments
• Strong attention to detail and analytical mindset
• Clear communication and collaboration skills
• Hands-on experience with crypto products (buying, wallets, exchanges)

• Experience working in both fraud operations and disputes within the same role or team
• Exposure to acquiring-side chargeback management or high-risk merchant environments
• Experience working with fraud tooling, rule tuning, or decision engines (e.g. configuring rules, thresholds, or reviewing performance of fraud controls)