Fraud Operations Supervisor (Fintech)

Location: Currently remote from Mexico, with a planned transition to a flexible hybrid model in Mexico City. Future hubs include Mexico City, Guadalajara, Bogotá, Buenos Aires, Rio de Janeiro, and São Paulo. Weekend coverage is mandatory, with two weekdays off.

Salary: $35,000 MXN gross per month, plus equity participation.

Company

hirify.global is a fintech company scaling fraud prevention, chargeback operations, and customer-facing financial services through WhatsApp.

What you will do

• Lead and develop Fraud Investigators and Chargeback Analysts across transaction review, investigations, disputes, and escalations.
• Run standups, one-on-ones, performance reviews, coaching plans, and internal promotion processes.
• Own customer experience and operational performance across SLA, QA, chargeback win rate, and investigation accuracy.
• Oversee investigation quality, evidence documentation, escalation timing, and chargeback representment workflows.
• Manage complex cases, operational contingencies, fraud spikes, incidents, and unexpected volume changes.
• Collaborate with Fraud Investigations, Data, QA, Strategy, Product, Engineering, and Operations leadership on fraud patterns and process improvements.

Requirements

• At least 2 years of experience leading, coaching, and owning performance for a customer-facing operations team in fintech, technology, or a fast-paced startup.
• Experience working with operational targets and translating performance metrics into team actions.
• Strong coaching, feedback, communication, judgment, and escalation-management skills.
• Ability to navigate ambiguous, time-sensitive fraud situations and work occasional weekend shifts or on-call rotations.
• Upper-intermediate English or above (B2+) for cross-functional communication.

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 platforms.
• Exposure to U.S. consumer financial regulations such as FDCPA, TCPA, GLBA, or Reg E.
• Experience partnering with data or risk teams on pattern analysis and fraud rule development.

Culture & Benefits

• Equity participation and an annual performance bonus.
• IMSS, Infonavit, aguinaldo, food and Wi-Fi vouchers, and a wellness and medical program.
• Unlimited paid time off and access to a Coursera license.
• Professional advancement opportunities in an entrepreneurial, transparent, agile, and customer-centric environment.
• Remote work currently, with a planned flexible hybrid transition focused on regional hubs.