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 observa

📌 Fraud ops Supervisor (Ciudad de México)
🏢 Félix
📍 Ciudad de México