Analyst, Trust & Safety Ops

• •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)

• •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

#### 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)