--- title: 'Chargeback Strategy & Operations Lead at Felix Technologies, Inc.' canonical: 'https://feeny.ai/job/chargeback-strategy-operations-lead-felix-technologies-inc-miami-x3txyr66dyq3' type: 'job' last_seen: '2026-09-05' --- # Chargeback Strategy & Operations Lead at Felix Technologies, Inc. - **Company:** Felix Technologies, Inc. - **Location:** Miami, FL - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-07-29 - **Last confirmed live:** 2026-09-05 - **Apply:** https://jobs.gem.com/felix/am9icG9zdDr_7M0BchjNZYAuGpWDjdTj ## Job description ## About Us At [Félix](https://felixpago.com/), 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 our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible than ever before. We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and General Catalyst Customer Value Fund. This isn't just about the numbers; it's a testament to the trust our investors have in our vision and our team. Additionally, Félix was selected as an “Endeavour Entrepreneur” and was a recipient of the CrossTech Fintech Startups Award. We are a group of extremely talented and dedicated high-performers, united by our shared obsession with a single goal: empowering our customers. We are all owners of Félix, driven by a bias for action and a true experimentation spirit to get shit done with urgency and focus. Joining Félix means you will be part of a team building a legacy, a company that will outlive us all. This is a rare opportunity to apply your skills to a deeply meaningful mission—serving a community that has been underserved for too long. We are a team that is fiercely loyal to each other, where radical transparency and constructive feedback are how we grow and push for excellence. We are bold, we 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. ## 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 needs to be fluent in dispute mechanics from both sides of a card transaction — the merchant/acquirer side, which most chargeback specialists already know, and the issuer side: evidence standards, timelines, and network rules from the other seat at the table, which most don't. You'll need to operate credibly in both, not just one. This is not a processing role. We're looking for someone who can build the strategic and analytical backbone of our chargeback function: designing how we measure and improve win rates, identifying systemic gaps before they become losses, and representing Felix credibly with processors, networks, and issuing partners. ## Responsibilities Chargeback Strategy & Governance: - Own the end-to-end chargeback strategy for Felix, covering both the merchant-acquiring side (disputes filed against Felix as a payment recipient) and the issuing side (disputes filed by our own cardholders, where applicable). - Define and continuously refine our representment strategy — which cases to fight, and what evidence packages give us the best odds by reason code, corridor, and product type. - Build and maintain the playbooks, SOPs, and escalation paths for both environments, ensuring they scale as Felix expands into new products. - Identify and drive AI-powered solutions that increase efficiency and scalability. Win Rate Measurement & Analytics: - Design and own the methodology for win rate measurement segmented by reason code, network (Visa, Mastercard, Amex, Discover), processor, corridor, and dispute stage (pre-arbitration vs. arbitration). - Build cohort and maturity-based views of dispute outcomes so leadership has a clear, defensible read on performance trends rather than point-in-time snapshots. - Partner with Analytics/Strategy to instrument dashboards (Omni, BigQuery) that make win rate, dispute volume, and financial exposure visible and actionable. - Continuously evaluate emerging tools (e.g., Stripe Smart Disputes-type automation, network compliance programs) and make build-vs-buy recommendations. Regulatory & Network Expertise: - Serve as Felix's internal expert on chargeback regulations and network rules — Visa (VCR), Mastercard (Dispute Resolution rules), Amex, and Reg E/Reg Z requirements where applicable to disputes. - Track rule changes across networks and processors (Stripe, Checkout.com, card issuing partners) and translate them into operational impact and required process changes. - Understand the roles and responsibilities of the institutions involved — acquirers, issuers, card networks, processors, and arbitration bodies — and know how to engage each one appropriately depending on dispute type and stage. - Ensure Felix's dispute handling stays compliant with timelines, evidence standards, and network-specific requirements (compelling evidence rules, pre-dispute/rapid dispute resolution programs, etc.). Cross-Functional Partnership: - Work closely with Fraud Strategy, Investigations, and Operations to close the loop between fraud patterns and chargeback outcomes — feeding disputes-driven insight back into rule and policy design. - Partner with Product/Engineering on the chargeback pillar roadmap, including tooling for evidence collection and case management. - Represent Felix in conversations with processors and program partners on dispute performance, program risk, and rule changes. - Support executive reporting on chargeback performance, exposure, and strategic recommendations. Team & Process Leadership: As the senior specialist on chargebacks, mentor and set the technical bar for junior team members handling day-to-day dispute processing, driving their leadership to what success means in their role. Own documentation of chargeback processes designed for scalability, including readiness for eventual operational handoff as the team grows. ## 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 (Visa VAMP or equivalent, Mastercard excessive chargeback 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 — hard requirement, not a nice-to-have. This person needs to independently query and size risk, not route it to an analyst. - Demonstrated bias toward product and action-based fraud controls (step-up auth, holds, dynamic friction) over rules as the default fix. - Comfortable building in ambiguity on a 0-to-1 program — translating vendor documentation, legal, and compliance input into an actual operating model. - Strong cross-functional communication; this role sits at the intersection of Fraud, Product, Compliance, and an external vendor. - Advanced English. - Prior experience specifically with card issuing at a fintech or program manager (rather than acquiring-side or card-not-present e-commerce fraud only) (Nice to have). - Familiarity with stablecoin-backed card programs or general crypto experience (Nice to have). - Spanish or Portuguese, given the LATAM corridor focus (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). ## What We Offer - 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 ## 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. Want to learn more about our privacy practices? Check out our [Privacy Policy](https://www.felixpago.com/en/legal). ## About Felix Technologies, Inc. ## Company Overview - **One-liner**: Félix is an AI-powered financial services platform that enables Latino immigrants in the U.S. to send money to Latin America via WhatsApp and is expanding into broader cross-border financial products. - **Entity Type**: Private (Series B) - **Headquarters**: San Francisco, California, United States (also operates with a remote HQ model) - **Founded**: 2021 - **Founders**: Manuel J Godoy (Co-Founder & CEO), Bernardo Garcia (Co-Founder) ## Core Business - **Primary Industry**: Financial Services – Remittances and cross-border payments. - **Target Customers**: B2C – Latino immigrants in the United States sending money to family in Latin America (Mexico, Guatemala, Honduras, El Salvador, Colombia, Ecuador, Peru, and more). - **Mission / Purpose**: To build the financial companion for Latino immigrants in the United States, starting with remittances and expanding into the broader financial life that follows. ## Products & Services - **Félix WhatsApp Chatbot**: Core product – an AI-powered chatbot integrated into WhatsApp that allows users to send money to Latin America in three steps. No app download required. Supports payments via credit/debit card or cash, with recipients receiving funds in bank accounts or via store pickup. - **Broader Financial Services (in development)**: Félix is expanding beyond remittances into additional financial services for Latino immigrants, including managing money across borders with trust, speed, and simplicity. ## Market Standing - **Valuation**: Not publicly disclosed. - **Key Metric**: Total Funding – $99.5M (as of May 2025) across six rounds (Pre-Seed, Seed, Series A, Series B). Annual Revenue reported at $1.5M. - **Notable Investors/Partners**: QED Investors (led Series B), Castle Island Ventures (led Series A), Switch Ventures (led Pre-Seed), HTwenty, Monashees, General Catalyst Customer Value Fund. - **Growth Signals**: - Processed over $6B in transactions since inception. - Headcount grew ~99.2% year-over-year to 261 employees (across 15 countries). - Expanded services to Guatemala and Honduras after initial focus on Mexico. - 93 active job postings (as of late 2025/early 2026), with yearly job posting growth of +389.5%. ## Competitive Advantages - **Deeply integrated with WhatsApp**: Users can send money without leaving a chat app they already use, lowering barriers to adoption. - **Latino-built, culturally tailored**: Team understands the financial, cultural, and emotional reality of sending money home; support in Spanish, 24/7. - **Technology stack**: Combines AI, blockchain, and stablecoins to make cross-border payments faster, more affordable, and more accessible. - **Top-tier investor backing**: Over $100M from respected global fintech and crypto investors, validating the model. ## Strategic Focus - **Expansion into full financial services**: Moving beyond remittances to become the financial companion for Latino immigrants (e.g., savings, lending, credit). - **Geographic growth**: Adding new sending corridors (e.g., El Salvador, Colombia, Ecuador, Peru) and recipient countries. - **Product development**: Leveraging AI and chat-based interfaces to simplify more financial tasks. ## Why Work Here - **Culture**: Described as a hyper-growth Series B company with a “legendary” mission – a group of high-performers united by an obsession with customer empowerment. Values include inclusion, speed, and impact. - **Remote/hybrid policy**: Remote-first HQ in San Francisco, with offices in SF and distributed across 15 countries (including Mexico, Argentina, Brazil, Colombia, etc.). Offers flexibility. - **Engineering & growth**: Strong emphasis on tech (101 employees in technical roles). Active hiring for senior software engineers, data analysts, credit risk analysts, fraud specialists, and product managers. - **Notable perks**: Backed by top investors; opportunity to work on cutting-edge AI, blockchain, and stablecoin technology for a mission-driven product that serves an underserved market. ## Sources 1. [jobs.gem.com](https://jobs.gem.com/felix) – Career page and company data 2. [linkedin.com](https://linkedin.com/company/felix-pago) – Company details, workforce, and financials 3. [felixpago.com](https://www.felixpago.com/en/what-is-felix) – Product description and service regions 4. [felixpago.com](https://www.felixpago.com/en/life-at-felix) – Culture, milestones, and mission ## Other roles at Felix Technologies, Inc. - [Senior Regional Office Manager](https://feeny.ai/job/senior-regional-office-manager-felix-technologies-inc-mexico-city-ksf8zxhxxsqx) — Mexico City, Mexico - [Senior Product Manager - Multiproduct Enablement (Copy)](https://feeny.ai/job/senior-product-manager-multiproduct-enablement-copy-felix-technologies-inc-san-8x2s1zwmcb87) — San Francisco, CA - [Senior Product Manager - Multiproduct Experience Enablement](https://feeny.ai/job/senior-product-manager-multiproduct-experience-enablement-felix-technologies-dky8xqwv9gm8) — New York, NY - [Senior Product Manager - Multiproduct Enablement](https://feeny.ai/job/senior-product-manager-multiproduct-enablement-felix-technologies-inc-mexico-43nx4p88snnh) — Mexico City, Mexico - [Senior Product Manager - Multisurface](https://feeny.ai/job/senior-product-manager-multisurface-felix-technologies-inc-san-francisco-pfpbnyye0ams) — San Francisco, CA - [Senior Product Manager - Multisurface](https://feeny.ai/job/senior-product-manager-multisurface-felix-technologies-inc-new-york-w86fpz7gmmjn) — New York, NY - [Senior Product Manager - Multisurface](https://feeny.ai/job/senior-product-manager-multisurface-felix-technologies-inc-mexico-city-h8n5emzhy974) — Mexico City, Mexico - [Semi-Senior Software Engineer (Product Engineering Team)](https://feeny.ai/job/semi-senior-software-engineer-product-engineering-team-felix-technologies-inc-g15mrp09bpg5) — Buenos Aires, Argentina - [Full Stack Software Engineer (Product Engineering Team)](https://feeny.ai/job/full-stack-software-engineer-product-engineering-team-felix-technologies-inc-mcbv311qzb66) — Buenos Aires, Argentina - [Senior Software Engineer (Product Engineering Team)](https://feeny.ai/job/senior-software-engineer-product-engineering-team-felix-technologies-inc-buenos-pavgt1zcm2az) — Buenos Aires, Argentina