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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.