Analyst, Trust & Safety

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 doMoonPay 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

Locations Supported

Mexico (Remote)

Relocation available: No

Work pattern

This role will be remote.

About the Opportunity

In this role, you will support MoonPay’s Trust & Safety operations by working across both Fraud Operations and Disputes / Chargebacks workflows, helping to prevent fraud while ensuring a seamless customer experience.

You will sit within the Trust & Safety Operations team and work closely with CX, Compliance, Payments, and external partners (acquirers, payment providers).

Your work will directly impact fraud loss, chargeback rates, customer experience, and operational performance, playing a key role in protecting both MoonPay and its customers.

This is a great opportunity for someone who is comfortable operating across multiple workflows, with strong experience in fraud investigations and chargebacks, and a genuine interest in crypto.

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)

BLOCK Values We’re looking for people who live our core values, those who strive for excellence and want to leave a lasting legacy on the global financial system. Our values: B - Be HungryL - Level UpO - Own ItC - Crypto CuriousK - Kaizen Research has shown that women are less likely than men to apply for this role if they do not have experience in 100% of these areas. Please know that this list is indicative, and that we would still love to hear from you even if you feel that you are only a 75% match. Skills can be learnt, diversity cannot. 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 Commitment To Diversity At MoonPay we believe that every voice matters. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture that is free of harassment, racism, and discrimination. That’s why we are committed to diversity and inclusion in the workplace and are a proud equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by law. This policy applies to all employment practices within our organization, including, but not limited to, hiring, recruiting, promotion, termination, layoff, and leave of absence. MoonPay is also committed to providing reasonable accommodations in our job application procedures for qualified individuals with disabilities. Please inform our Talent Team if you need any assistance completing any forms or to otherwise participate in the application process. Apply To This Job