--- title: 'Fraud ops Supervisor at Felix Technologies, Inc.' canonical: 'https://feeny.ai/job/fraud-ops-supervisor-felix-technologies-inc-mexico-city-a25pejagwgr6' type: 'job' last_seen: '2026-09-05' --- # Fraud ops Supervisor at Felix Technologies, Inc. - **Company:** Felix Technologies, Inc. - **Location:** Mexico City, Mexico - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-19 - **Last confirmed live:** 2026-09-05 - **Apply:** https://jobs.gem.com/felix/am9icG9zdDo3-na43QCo9MURQPzLXQOD ## Job description ## 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. 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