About Us
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 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.

About Us
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 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 C company, backed by over $200 million in funding from top-tier integral investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and Andreessen Horowitz with support from 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 things 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
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.
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📌 Fraud ops Supervisor (Ciudad de México)
🏢 Félix
📍 Ciudad de México