Critical Support Operations Associate, Weekend Coverage

📋 Description

• Handle escalation cases (Executive Escalations, User Escalations, urgent@/critical@) with speed and
• Provide consistent, reliable coverage for critical support flows (urgent@ and critical@)
• Engage proactively with Incident Management, Risk, Product, Engineering, and other internal
• Communicate clearly and professionally with senior internal stakeholders and high-profile external
• Contribute to defining and documenting operational workflows, escalation criteria, and resolution
• Support escalations queue duties during non-shift time, including triage and review

🎯 Requirements

• Completed secondary education or equivalent
• Minimum 2 years of professional experience within Payments, Fintech, or SaaS support environments
• Ability to cover weekends consistently (e.g., Saturday - Wednesday or Wednesday - Sunday)
• High agency, independence, ownership of outcomes
• Ability to stay composed and exercise sound judgment in high-pressure, ambiguous situations
• Strong written and verbal communication skills, with ability to adjust tone and detail for