About the RoleFelix 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.
ResponsibilitiesChargeback 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
