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About the Role

Felix Pago is seeking a Chargeback Strategy & Operations Lead to own and drive the end-to-end chargeback strategy. This role requires fluency in dispute mechanics from both merchant/acquirer and issuer perspectives, focusing on building the strategic and analytical backbone of the chargeback function, improving win rates, identifying systemic gaps, and representing Felix with partners.

Responsibilities

Own the end-to-end chargeback strategy for Felix, covering both merchant-acquiring and issuing sides.
Define and refine the representment strategy, including which cases to fight and optimal evidence packages.
Build and maintain playbooks, SOPs, and escalation paths for scalability.
Identify and drive AI-powered solutions for efficiency and scalability.
Design and own the methodology for win rate measurement across various segments.
Build cohort and maturity-based views of dispute outcomes for leadership.
Partner with Analytics/Strategy to instrument dashboards for visibility and actionability.
Evaluate emerging tools and make build-vs-buy recommendations.
Serve as Felix's internal expert on chargeback regulations and network rules.
Track rule changes across networks and processors and translate them into operational impact.
Understand and engage appropriately with all involved institutions (acquirers, issuers, networks, processors, arbitration bodies).
Ensure dispute handling remains compliant with timelines, evidence standards, and network requirements.
Work closely with Fraud Strategy, Investigations, and Operations to close the loop between fraud patterns and chargeback outcomes.
Partner with Product/Engineering on the chargeback pillar roadmap.
Represent Felix in conversations with processors and program partners.
Support executive reporting on chargeback performance, exposure, and strategic recommendations.
Mentor and set the technical bar for junior team members handling dispute processing.
Own documentation of chargeback processes designed for scalability.

Requirements

4–7+ years in fraud/risk strategy with hands-on experience in card authorization decisioning (issuer, acquirer, program manager, or processor side).
Working knowledge of card network mechanics, including authorization/clearing/settlement flow, 3DS/SCA, network fraud-monitoring programs, and dispute reason codes.
Experience working with or evaluating BaaS / program-manager card issuing vendors (e.g., Stripe Issuing, Marqeta, Galileo), including fraud AoR/RACI negotiation.
Advanced SQL for independent querying and risk sizing.
Demonstrated bias toward product and action-based fraud controls over rules as the default fix.
Comfort building in ambiguity on a 0-to-1 program, translating documentation into an operating model.
Strong cross-functional communication skills.
Advanced English.
Prior experience specifically with card issuing at a fintech or program manager (nice to have).
Familiarity with stablecoin-backed card programs or general crypto experience (nice to have).
Spanish or Portuguese (nice to have).
Background in cross-border remittance or LATAM-market fraud (nice to have).
Experience negotiating or managing a BIN sponsor / issuing bank relationship (nice to have).

Skills

Chargeback strategy
Dispute mechanics
Representment strategy
AI-powered solutions
Win rate measurement
Data analysis
Dashboard creation
Chargeback regulations
Card network rules
Cross-functional collaboration
SQL
Fraud controls
Product development
Risk management

Location

Remote

Work Type

Full-time

Experience Level

Mid-level
Senior-level

Salary/Compensations

Competitive salary

Benefits

Initial stock options grant
Annual performance bonus
Health, dental, and vision plans
401(k) with employer match
Continuous learning opportunities
Unlimited PTO
Paid parental leave
Empowering opportunities for growth in a dynamic entrepreneurial environment

About the Company

Félix is building the financial ecosystem for Latin immigrants in the U.S., starting with remittances.
Our core product is an AI-powered chatbot on WhatsApp for sending money home.
We leverage AI, blockchain, and stablecoins for faster, more affordable, and accessible cross-border payments.
We are a hyper-growth Series B company with over $100 million in funding from top-tier global investors.
Félix was selected as an “Endeavour Entrepreneur” and received the CrossTech Fintech Startups Award.
We are a team of talented high-performers united by the goal of empowering our customers.
We are owners of Félix, driven by a bias for action and experimentation.
Joining Félix means being part of a team building a legacy company serving an underserved community.
We foster radical transparency and constructive feedback for growth and excellence.
We are bold, focus on creating sustainable value, and building a product that improves users' lives.

Equal Opportunity

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.