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)
Nice-to-have experience: 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)

Competitive salary package
Equity package: We believe financial freedom starts with our employees, so all employees have ownership at MoonPay
Pay for performance equity bonus: Those who drive outsized outcomes receive outsized rewards
Moonshot award. We honor exceptional impact
10 employees twice a year, each earning a $250,000 equity grant.
Unlimited holidays: We give you the autonomy to choose when to work (and when to switch off)
Hybrid working schedule: Work fully remotely or your nearest Moonbase, the choice is yours
Private Healthcare benefits: To protect you and your loved ones
Enhanced parental leave: So you can spend more time with your loved ones without a second thought
Annual training budget: We support your training journey every step of the way
Home office setup allowance: Create the home office of your dreams
Remote working allowance: Those working fully remotely get a little extra for utilities
Monthly budget to spend on our products and zero fee crypto transactions: Cultivate your inner DEGEN
Employee referral programme: Great people know great people, refer them to receive 10K in USDC
Regular remote company offsites: Meet your colleagues regularly for high impact in person sessions and hackathons
Working in a disruptive and fast-growing company where excellence is rewarded

Analyst, Trust & Safety Ops

Key skills