Jobs at Félix (felixpago)

Lead design and implementation of WFM architecture: forecasting (long-range, monthly, weekly, intraday), staffing (in-house + BPO), real-time adherence, schedule generation for asynchronous messaging, WFM metrics and tooling selection, and partner with Finance/COO on headcount and spend planning.

Build and own end-to-end workforce management: forecasting (long-range to intraday), staffing models (in-house + BPO), real-time adherence and intraday management, WFM tooling selection/implementation, capacity-to-finance planning, and reporting of WFM metrics to leadership.

Own Felix's end-to-end chargeback strategy, build representment playbooks and SOPs, measure and improve win rates via analytics, translate network/regulatory rules into operations, partner cross-functionally with Fraud, Product, and vendors, and mentor junior dispute processors.

Conduct end-to-end AML, sanctions, fraud, and financial crime investigations for a fintech remittance platform. Analyze transactional, device, blockchain and external intelligence; prepare SARs and EDD; identify typologies; partner with Product, Engineering and Data to improve detection and tooling; use AI responsibly; develop playbooks and support audits and regulatory exams.

Own Felix's end-to-end chargeback strategy across acquiring and issuing sides. Define representment strategy, build playbooks/SOPs, measure win rates and exposure, partner with Analytics/Product/Operations, track network/regulatory rules, and represent Felix with processors and issuing partners. Mentor junior team members and design scalable processes and AI-driven efficiency solutions.

Conduct end-to-end AML, sanctions, fraud, and financial crime investigations across onboarding and transactions. Analyze transaction, device, blockchain, and external intelligence; perform EDD and adverse media checks; prepare SARs and investigative summaries; identify typologies; partner with Product, Engineering, and Data to improve detection and tooling; use AI responsibly to accelerate investigations; develop playbooks, SOPs, QA standards, and metrics; support audits and regulatory exams and help automate the Financial Crimes function.

Handle customer-facing WhatsApp chats involving fraud concerns, declined transactions, disputes, and case inquiries. Investigate suspicious activity, make real-time transaction decisions, document findings, file chargeback cases, meet SLA and QA targets, identify fraud patterns, escalate cases, and improve fraud operations workflows. Requires strong communication, sound judgment under pressure, empathy, flexibility for night and weekend shifts, and comfort in a fast-paced remote environment.

Lead a multidisciplinary analytics team supporting product, retention, AI, chat, and operations. Own KPI frameworks, conversion funnels, lifecycle and retention analysis, conversational analytics, dashboards, experimentation, and operational performance measurement. Translate ambiguous business problems into actionable insights, product recommendations, and measurable experiments while partnering with Product, Operations, Growth, Fintech, AI, and leadership stakeholders. Establish the analytical roadmap, develop team talent, and improve data-driven decision-making across the organization.

Own execution of payout integrations and operational reliability for remittances: lead end-to-end integrations, monitor provider health, run incident response, set up post-launch monitoring, intake cross-functional requests, and write runbooks to scale operations.

As a Fraud Operations Investigator, you will handle customer inquiries, investigate suspicious transactions, and ensure swift resolution of issues, all while meeting SLA and QA targets.

Lead CRM execution for new products (primarily Consumer Lending SNPL), build automated multi-channel journeys in Customer.io, design and run A/B and holdout experiments, segment audiences with BigQuery, QA campaign logic, monitor performance (CPiU, adoption, repeat usage), and partner cross-functionally to drive product adoption and retention.

Manage and scale paid acquisition across Meta, Google, and TikTok. Design and run A/B tests, incrementality studies, and creative experiments. Optimize budgets, attribution, and channel performance while collaborating with creative teams and presenting insights to leadership.

Lead CRM execution for new products (primarily Consumer Lending/SNPL), building automated journeys and experiments in Customer.io. Design segmentation with Data, run holdout A/B tests to measure incrementality, monitor and QA live journeys, and collaborate with Product, Design, and Copy to drive adoption, engagement, and cross-product conversion across Wallet, Top-Ups, and Bill Payments.

Design, build, and maintain scalable Python backend services supporting payment processing, risk controls, and financial transactions. Contribute to architecture decisions, improve system performance and reliability, troubleshoot production issues, and collaborate with product and engineering teams. Use GCP services to develop cloud-native solutions while helping improve CI/CD pipelines, observability, and development tooling.

Architect and develop scalable backend microservices for the Consumer Lending team. Design secure, high-performance infrastructure handling millions of daily requests, integrate Google Cloud services, and build distributed financial systems supporting payments, compliance, and disbursements. Collaborate with product, operations, and compliance teams, mentor junior engineers, and continuously improve platform capabilities through analytics and user feedback.

Own end-to-end fraud strategy for Felix's new card issuance program: design authorization decisioning, monitor network fraud/dispute health, build onboarding and first-use controls, partner with Product/Engineering to embed controls, manage chargeback/representment strategy, and use SQL/BigQuery to size exposure and iterate post-launch.

Leads Fraud Investigators and Chargeback Analysts across transaction review, customer fraud cases, investigations, and dispute filing. Coaches employees, manages performance and operational metrics, handles escalations, ensures investigation and chargeback quality, maintains compliance with financial regulations, and coordinates with Fraud, Data, Strategy, Product, and Engineering teams. Supports fraud pattern detection, service continuity during volume spikes, and team development.

Drive end-to-end compliance operations projects from scoping through launch and monitoring. Coordinate Engineering, Legal, Product, vendors, and Team Leads; track roadmaps, risks, dependencies, deadlines, and blockers; identify workflow gaps; recommend process improvements and automation; run roadmap reviews; and provide concise stakeholder updates. The role executes within compliance guardrails while escalating regulatory, legal, and strategic decisions to the Compliance Operations Manager.

Own end-to-end fraud strategy for a new card issuance program: design authorization decisioning, build controls (step-up auth, velocity, holds), monitor network fraud and dispute ratios, manage dispute/representment strategy, translate vendor responsibilities into operating controls, and use SQL/BigQuery to size exposure and backtest thresholds. Partner with Product, Engineering, Compliance, and vendors to embed controls and create reusable playbooks for future products and markets.

Own end-to-end fraud strategy for Felix's new card issuance program: design authorization decisioning, monitor network fraud and dispute health, build onboarding and lifecycle controls, partner with Product/Engineering and vendors, use SQL/BigQuery to size exposure and backtest thresholds, and establish playbooks for scaling and future products/markets.