Analyst, Trust & Safety Ops

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. 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. 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.

### What You Will Do: - 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)

### About You: #### Must-have experience and skills: - 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)

### Benefits & Perks 💡 - 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

MoonPay is the leading Web3 infrastructure company that onboards the world to Web3 by providing end-to-end solutions for crypto payments, enterprise-scale smart contract development, and digital asset management. They enable easy handling of crypto payments, powerful smart contracts for businesses, and digital asset management, powering Web3 experiences for iconic brands. Their engineering teams focus on areas like crypto/payments, KYC, core product, DeFi trading, on-chain asset delivery, and monetization.