Chargeback Strategy & Operations Lead

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 Whats App, allowing our users to send money home as easily as sending a text message. We leverage cutting-edge technology like AI, blockchain, and stable coins to make cross-border payments faster, more affordable, and more accessible than ever before.

We are a hyper-growth Series B company, backed by over $100 million in funding from top-tier global investors, including QED, Castle Island, Switch Ventures, HTwenty, Monashees, and 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 Cross Tech 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 shit 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.

Felix Pago is looking for a Chargeback Strategy & Operations Lead to own and drive our chargeback strategy end-to-end. This role needs to be fluent in dispute mechanics from both sides of a card transaction — the merchant/acquirer side, which most chargeback specialists already know, and the issuer side: evidence standards, timelines, and network rules from the other seat at the table, which most don't.

You'll need to operate credibly in both, not just one.

This is not a processing role. We're looking for someone who can build the strategic and analytical backbone of our chargeback function: designing how we measure and improve win rates, identifying systemic gaps before they become losses, and representing Felix credibly with processors, networks, and issuing partners.

• Own the end-to-end chargeback strategy for Felix, covering both the merchant-acquiring side (disputes filed against Felix as a payment recipient) and the issuing side (disputes filed by our own cardholders, where applicable).
• Define and continuously refine our representment strategy — which cases to fight, and what evidence packages give us the best odds by reason code, corridor, and product type.
• Build and maintain the playbooks, SOPs, and escalation paths for both environments, ensuring they scale as Felix expands into new products.
• Identify and drive AI-powered solutions that increase efficiency and scalability.

• Design and own the methodology for win rate measurement segmented by reason code, network (Visa, Mastercard, Amex, Discover), processor, corridor, and dispute stage (pre-arbitration vs. arbitration).
• Build cohort and maturity-based views of dispute outcomes so leadership has a clear, defensible read on performance trends rather than point-in-time snapshots.
• Partner with Analytics/Strategy to instrument dashboards (Omni, Big Query) that make win rate, dispute volume, and financial exposure visible and actionable.
• Continuously evaluate emerging tools (e.g., Stripe Smart Disputes-type automation, network compliance programs) and make build-vs-buy recommendations.

• Serve as Felix's internal expert on chargeback regulations and network rules — Visa (VCR), Mastercard (Dispute Resolution rules), Amex, and Reg E/Reg Z requirements where applicable to disputes.
• Track rule changes across networks…