Team Lead, Trust & Safety Ops (Bangalore)

About MoonPay

Hi, we’re MoonPay. We’re here to onboard the world to the decentralized economy by making digital money move as universally and effortlessly as the internet.Why?

Because crypto, stablecoins and blockchain aren’t just technologies. They’re tools for global financial empowerment. They give people and businesses more control over their money, their digital assets, and their future, opening access to legacy financial systems that have been out of reach for many.What we do

MoonPay is a unified payments platform for digital currency. We make it easy for anyone, anywhere, to buy, sell, swap and pay in digital currencies as easy as sending an email. That simplicity is intentional, our focus is reducing complexity so people can participate confidently, without needing to be crypto experts. We power the entire flow between fiat and crypto end to end, with compliance, identity checks, fraud prevention, and settlement all built in. This end-to-end approach reflects how we work internally: with accountability, rigor, and trust built into everything we ship.Proven at scale

Trusted by over 30 million customers and over 500 ecosystem partners, our secure, enterprise-grade platform is driving mainstream crypto adoption worldwide. Behind those numbers are millions of real people and organizations relying on MoonPay every day. We collaborate with innovative brands and projects to build secure, scalable solutions for a blockchain-powered future. This is an opportunity to help shape systems, not just scale them. And we’re committed to doing it right. Fully licensed in the U.S. and regulated across the UK, EU, Canada, and Australia, because trust and compliance are non-negotiable. But we’re just getting started. We’ve launched a consumer app that makes crypto accessible, intuitive, and usable for everyone, and it’s growing fast. We’re iterating every day to make it the best it can be. If you believe financial freedom should be for everyone. If you believe in building a fairer, more open financial system - we want you with us. To build systems that benefit all, we need contributions from all, regardless of background. Come build the future of payments and the decentralized economy with MoonPay. Let’s make financial freedom and autonomy the new normal.

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 knowl