Fraud Operations Supervisor (Fintech)

Location: Currently remote; based in Mexico City, with a planned flexible hybrid model and hubs in Mexico City, Guadalajara, Bogotá, Buenos Aires, Rio de Janeiro, and São Paulo

Salary: $35,000 MXN gross per month

Company

hirify.global is a hyper-growth fintech building an AI-powered WhatsApp remittance and cross-border payments platform for Latin immigrants in the U.S., using AI, blockchain, and stablecoins.

What you will do

• Lead and develop Fraud Investigators and Chargeback Analysts across real-time chat, investigations, disputes, and escalations.
• Run standups, one-to-ones, performance reviews, coaching plans, and promotion processes.
• Own customer experience and operational metrics including SLA, QA, chargeback win rate, and investigation accuracy.
• Handle complex fraud and compliance-sensitive escalations and maintain service continuity during fraud spikes.
• Oversee investigation quality, evidence packages, dispute filings, and representment strategy.
• Partner with Fraud Investigations, Data, Strategy, Product, Engineering, QA, and Operations leadership to improve fraud rules and workflows.

Requirements

• At least 2 years leading, coaching, and managing the performance of a customer-facing operations team in fintech, technology, or a fast-paced startup.
• Experience meeting operational targets, interpreting metrics, and translating performance insights into action.
• Strong coaching, feedback, communication, and decision-making skills in ambiguous, time-sensitive situations.
• English at upper-intermediate level or above (B2+) for cross-functional communication.
• Willingness to work weekend coverage and on-call rotations; Saturday and Sunday coverage is mandatory, with two days off during the week.
• Openness to joining a future hybrid hub in Mexico City, Guadalajara, Bogotá, Buenos Aires, Rio de Janeiro, or São Paulo.

Nice to have

• Experience in fraud operations, chargeback dispute management, or financial crime investigations.
• Knowledge of Visa and Mastercard dispute processes or chargeback representment.
• Experience with Sardine, Kount, or similar fraud tools.
• Knowledge of U.S. consumer financial regulations such as FDCPA, TCPA, GLBA, or Reg E.
• Experience working with data or risk teams on fraud patterns and rule development.

Culture & Benefits

• Remote work currently, with a planned transition to a flexible hybrid model.
• Equity participation and annual performance bonus.
• IMSS, Infonavit, aguinaldo, food and Wi-Fi vouchers, and unlimited paid time off.
• Wellness and medical program.
• Coursera access and opportunities for professional advancement.
• Collaborative environment focused on transparency, agility, experimentation, and customer impact.