Analyst Trust and Safety Operations
You will perform manual reviews of accounts and transactions, investigate and respond to fraud (ATO, scams, payment fraud) in real time, and handle disputes end-to-end including evidence preparation and representment under card network rules. You will make risk-based decisions that balance fraud prevention, customer experience, and financial impact, identify and escalate fraud and chargeback patterns, collaborate with cross-functional teams and external partners, contribute to operational playbooks and quality standards, and maintain strong KPI performance.
Responsibilities
- Perform manual reviews of customer accounts and transactions
- Investigate and respond to fraud related activity in real time
- Handle disputes end-to-end including investigation evidence preparation and representment
- Make risk based decisions balancing fraud prevention customer experience and financial impact
- Identify and escalate fraud and chargeback patterns
- Collaborate with cross functional teams and external partners
- Support development of operational processes playbooks and quality standards
- Maintain high performance against quality productivity and SLA KPIs
Requirements
- 2+ years experience in fraud operations manual reviews and chargebacks or disputes in fintech payments or high risk environments
- Ability to operate across fraud investigations and disputes workflows
- Understanding of chargeback lifecycle and reason codes (Visa Mastercard)
- 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 with fraud tooling rule tuning or decision engines (nice to have)
- Exposure to acquiring side chargeback management or high risk merchant environments (nice to have)
Benefits
- Equity package
- Pay for performance equity bonus
- Moonshot award equity grant
- Unlimited holidays
- Hybrid working schedule (remote or nearest Moonbase)
- Private healthcare benefits
- Enhanced parental leave
- Annual training budget
- Home office setup allowance
- Remote working allowance
- Monthly product budget and zero fee crypto transactions
- Employee referral program (10K in USDC)
- Regular remote company offsites