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About the Role
Felix Pago is looking for a Chargeback Strategy & Operations Lead to own and drive our chargeback strategy end-to-end. This role requires fluency in dispute mechanics from both the merchant/acquirer and issuer perspectives, including evidence standards, timelines, and network rules. The focus is 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, determining which cases to fight and optimal evidence packages.
- Build and maintain playbooks, SOPs, and escalation paths for scalability across new products.
- Identify and drive AI-powered solutions for efficiency and scalability.
- Design and own the methodology for win rate measurement segmented by various factors.
- 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, including tooling.
- Represent Felix in conversations with processors and program partners on dispute performance and rule changes.
- Support executive reporting on chargeback performance, exposure, and strategic recommendations.
- Mentor and set the technical bar for junior team members handling day-to-day dispute processing.
- Own documentation of chargeback processes designed for scalability and eventual operational handoff.
Requirements
- 4–7+ years in fraud/risk strategy, with direct, hands-on experience in card authorization decisioning (issuer, acquirer, program manager, or processor side).
- Working knowledge of card network mechanics: 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 (Stripe Issuing, Marqeta, Galileo, or similar), including fraud AoR/RACI negotiation.
- Advanced SQL required for independent querying and risk sizing.
- Demonstrated bias toward product and action-based fraud controls over rules as the default fix.
- Comfortable building in ambiguity on a 0-to-1 program, translating documentation into an operating model.
- Strong cross-functional communication skills.
- Advanced English proficiency.
- 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 language skills (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
- Analytics
- Dashboard instrumentation
- Chargeback regulations
- Network rules (Visa, Mastercard, Amex, Reg E/Reg Z)
- Cross-functional partnership
- Fraud strategy
- Investigations
- Product development
- Engineering
- Compliance
- SQL
- Card authorization decisioning
- Card network mechanics
- 3DS/SCA
- Fraud-monitoring programs
- BaaS / program-manager card issuing vendors
- Product and action-based fraud controls
- Cross-functional communication
Location
- U.S.
Work Type
- Full-time
Experience Level
- 4-7+ years
Benefits
- Competitive salary
- 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
- At Félix, we're building the financial ecosystem for Latin immigrants in the U.S., starting with a revolution in remittances.
- Our core product is an AI-powered chatbot built on WhatsApp, allowing users to send money home easily.
- We leverage AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible.
- We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors.
- Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award.
- We are a group of talented and dedicated high-performers, united by our shared obsession with empowering our customers.
- We are all owners of Félix, driven by a bias for action and a true experimentation spirit.
- Joining Félix means being part of a team building a legacy, a company that will outlive us all.
- This is a rare opportunity to apply skills to a deeply meaningful mission—serving an underserved community.
- We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow.
- We are bold, care less about what others are doing, and more about creating sustainable value and a product that truly makes our users' lives better.
- We are building the future, today.
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.