Team Lead, Trust & Safety Ops
New
India - Remote, EU hour coverageFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 4-5+ years
- Required Skills
- Data AnalysisPeople ManagementRisk ManagementProcess improvement
Requirements
- 4-5+ years of people management experience leading analyst teams in Trust & Safety, Fraud Operations, Risk, or Payments.
- Hands-on experience across both transaction monitoring/fraud alerts and disputes/chargebacks workflows.
- Deep understanding of fraud typologies including account takeover, scams, payment fraud, synthetic identity, and mule activity.
- Strong knowledge of the chargeback lifecycle, representment process, dispute evidence preparation, and Visa/Mastercard rules.
- Proven ability to lead operational teams in a high-volume environment while maintaining quality and SLA standards.
- Experience managing escalations, urgent risk events, and time-sensitive workflows.
- Analytical mindset with the ability to interpret data, identify root causes, and spot trends.
- Excellent written and verbal communication skills.
- Highly organised with the ability to manage multiple priorities.
- Experience driving process improvements, playbook development, and decision framework optimization.
- Comfortable leveraging AI and automation tools for operational efficiency.
- Strong interest in crypto, fintech, and the future of digital finance.
Responsibilities
- Lead and coach a team of Trust & Safety Analysts across Fraud Operations and Disputes workflows.
- Own daily operational performance across fraud alerts, transaction monitoring, manual reviews, disputes, escalations, productivity, quality, and SLA adherence.
- Act as the senior operational escalation point for complex cases, ensuring decisions are timely, consistent, and risk-based.
- Drive high standards of communication, structure, and follow-through across the team.
- Partner closely with L2 Analysts to improve decision quality, run calibration sessions, and identify knowledge gaps.
- Use QA insights, operational data, and case trends to coach the team and improve playbooks.
- Identify fraud and chargeback trends, operational bottlenecks, and emerging risks to develop action plans.
- Lead strategic initiatives including process redesign, workflow optimisation, and automation enhancements.
- Collaborate with other teams to improve fraud controls, dispute outcomes, and customer experience.
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