Remote Fraud Ops Supervisor - Lead Investigations

Félix; Ciudad de México; Hybrid; MXN 355,000 - 426,000; Full time

Benefits offered by this job

Equity participation

IMSS & Infonavit

Year-end bonus (aguinaldo)

Wellness & Medical Program

Unlimited PTO

Hybrid model in CDMX

Coursera license access

Job summary

Félix in CDMX is seeking a Fraud Operations Supervisor to lead a team of Fraud Investigators and Chargeback Analysts across the full fraud lifecycle via WhatsApp. You will coach agents, manage real-time reviews, and drive improvements in case management and dispute workflows.

This role focuses on people leadership, operational metrics, and cross-functional collaboration with Data, Strategy, Product, and Engineering to stay ahead of threats. English proficiency required.

Qualifications

• Have led 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. Give concrete coaching interventions that changed outcomes.
• Have experience hitting operational targets and understand how metrics connect to actions.
• Are comfortable navigating ambiguous, time-sensitive situations — fraud doesn’t wait for a clean playbook.
• Communicate clearly and directly in English (B2+).
• Willing to work occasional weekend shifts or on-call rotations when needed.

Responsibilities

• Lead and develop a team of Fraud Investigators and Chargeback Analysts across the full fraud lifecycle: real-time chat, investigations, dispute management, and escalations.
• Run the people management cadence: daily standups, regular 1:1s, and team sessions focusing on 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.
• Own the quality of every customer interaction your team delivers and ensure SLA/QA targets.
• Interpret metrics, identify patterns, and translate insights into action.
• Coordinate with Fraud Investigations, Data, QA, Product, and Engineering on case escalation criteria and workflows.

Skills

Team Leadership

Coaching

Fraud Operations

Cross-functional Collaboration

English Proficiency

Job description

Félix in CDMX is seeking a Fraud Operations Supervisor to lead a team of Fraud Investigators and Chargeback Analysts across the full fraud lifecycle via WhatsApp. You will coach agents, manage real-time reviews, and drive improvements in case management and dispute workflows.

This role focuses on people leadership, operational metrics, and cross-functional collaboration with Data, Strategy, Product, and Engineering to stay ahead of threats. English proficiency required.