About the Role
Félix's fraud operation is entering its next phase. We're scaling our fraud prevention capabilities, deepening our chargeback dispute function, and building the investigation muscle needed to stay ahead of emerging threats.
As Fraud Operations Supervisor, you'll lead a team of Fraud Investigators and Chargeback Analysts responsible for the full fraud lifecycle via WhatsApp: real-time transaction review, customer-facing fraud case management, in-depth investigations, and chargeback dispute filing.
Your focus spans people, customers, and the operation itself. You'll coach your team, ensure customers receive excellent service at their most sensitive moments, collaborate with cross-functional stakeholders, manage escalations, and keep the operation running smoothly as it scales.
What Success Looks Like
- Your team consistently meets SLA and QA targets, and you understand the metrics well enough to know why they move and how to act on it.
- Agents receive consistent, actionable feedback that visibly improves their fraud judgment and customer communication.
- New agents ramp faster because there is a clear path from onboarding to full productivity on both investigation and chargeback workflows.
- Escalations — whether complex fraud cases or compliance-sensitive situations — are handled effectively and resolved quickly.
- You collaborate well with Fraud Investigations, Data, QA, and cross-functional stakeholders in Fraud Strategy, Product, and Engineering.
- Leadership trusts your judgment on team performance, fraud patterns, and operational decisions.
Responsibilities
People Leadership
- Lead and develop a team of Fraud Investigators and Chargeback Analysts across the full fraud lifecycle: real-time chat, fraud investigations, chargeback dispute management, and case escalations.
- Run the people management cadence: daily standups, regular 1:1s, and team sessions covering performance and results.
- Identify performance gaps early through data and observation. Build coaching plans and hold agents accountable.
- Develop high-potential agents and lead internal promotion processes.
Customer Experience & Operations
- Own the quality of every customer interaction your team delivers. You are accountable for the customer experience during fraud and dispute scenarios.
- Be accountable for your team's operational metrics — SLA, QA, chargeback win rate, investigation accuracy. You don't need to build dashboards, but you need to interpret them, identify patterns, and translate insights into action.
- Handle escalations by coaching agents through resolution and stepping in when needed on complex or high-stakes cases.
- Manage contingencies and ensure service continuity during fraud spikes, incidents, or unexpected volume changes.
Fraud Investigations & Chargeback Quality
- Oversee the quality and consistency of fraud investigations conducted by your team — ensuring findings are well-documented, evidence is solid, and escalations are timely.
- Monitor chargeback dispute outcomes. Identify patterns in win/loss rates and work with agents to improve evidence quality and representment strategy.
- Support the team in building compelling evidence packages for card network disputes and ensure cases are filed with accuracy and within deadlines.
- Contribute to fraud pattern detection by synthesizing signals from investigations across your team.
Compliance
- Ensure all agent interactions comply with applicable U.S. consumer financial regulations through established SOPs and training materials.
- Keep the team updated on chargeback dispute requirements across relevant card networks and financial institutions.
Collaboration & Communication
- Coordinate with the Fraud Investigations Manager to align on case escalation criteria and cross-team workflows.
- Partner with Data and Strategy teams to surface investigation findings that can inform new fraud rule development.
- Flag operational pain points to Product and Engineering with clear context so they can prioritize effectively.
- Communicate regularly with the Fraud Operations Lead on team performance, active threats, and operational health.
Requirements
- Have led, coached, and been accountable for the performance of a customer-facing operations team for at least 2 years in fintech, tech, or a fast-paced startup.
- Are the kind of leader who develops people, not just manages them. You can name specific coaching interventions that changed outcomes.
- Have experience hitting operational targets and understand how metrics connect to the actions of your team.
- Are comfortable navigating ambiguous, time-sensitive situations — fraud doesn't wait forva clean playbook.
- Communicate clearly and directly: in 1:1s, in standups, and with stakeholders. You give feedback people can actually use.
- Speak English at an upper-intermediate level or above (B2+). Cross-functional communication happens in English.
- Are willing to work occasional weekend shifts or on-call rotations when the operation needs it.
- These are the applicable requisites, although equivalent competencies in any of the above will also be considered.
It's a bonus if you
- Have direct experience in fraud operations, chargeback dispute management, or financial crime investigations.
- Have familiarity with card network dispute processes (Visa, Mastercard) or chargeback representment workflows.
- Have worked with fraud tooling such as Sardine, Kount, or similar platforms.
- Have been exposed to U.S. consumer financial regulations relevant to fraud and disputes (FDCPA, TCPA, GLBA/Reg E).
- Have experience coordinating with cross-functional data or risk teams on pattern analysis and rule development.
What We Offer
- Gross Monthly Salary: $35,000 MXN.
- Equity participation.
- IMSS, Infonavit, year-end bonus (aguinaldo).
- Above-the-Law Benefits: Includes Annual Performance Bonus, Food and Wifi Vouchers (Vales de Despensa y Teletrabajo), full access to Coursera License and unlimited PTO (Paid Time Off).
- Currently remote, we are aiming to move to a flexible hybrid model within the next few months in CDMX.
- Wellness & Medical Program.
- Clear and empowering opportunities for professional advancement in a dynamic, entrepreneurial environment.
- A collaborative culture defined by transparency, agility, and customer-centricity.
Equal Opportunity Employer
At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.
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At least 2 years leading customer-facing operations teams in fintech, technology, or startups; coaching and metric management experience; English at B2+ level; willingness to work occasional weekends or on-call rotations.
Key Responsibilities
- leading teams
- coaching agents
- handling escalations
Skills & Tools
WhatsApp, Sardine, Kount, Visa, Mastercard, Coursera
Job Details
- Category: Business Operations
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Mexico City, Mexico City, Mexico
- Salary: MXN 420,000 – 420,000 / year
- Languages: English
Benefits
- Generous paid time off
- Tuition reimbursement
- Retirement plan
About Félix
A financial services company providing customer-focused payment and fraud prevention operations. — Industry: Finance