Operations Specialist

📋 Description

• Escalate and own complex issues from investigation to resolution.
• Write and run SQL queries to investigate transaction discrepancies.
• Use Claude and AI tools to analyze logs and speed root-cause analysis.
• Trace issues across payment and support systems to identify root causes.
• Reproduce, diagnose, and document root causes; hand off clear bug reports to Engineering.
• Write clear documentation, runbooks, and internal knowledge-base articles.
• Partner with Engineering, Product, and Operations to escalate patterns and follow fixes.
• Advocate for customers and frontline agents; surface trends and improvements.

🎯 Requirements

• Hands-on SQL skills; write queries with joins, filtering, and aggregation.
• Comfort using AI tools like Claude in investigation workflows.
• Strong analytical and troubleshooting instincts; dig into details.
• 3+ years in technical support, operations, or related role.
• Experience handling escalated, complex issues; root-cause analysis and resolution.
• Excellent written and verbal communication; explain findings clearly.

🎁 Benefits

• Remote-friendly, full-time role
• Growth-minded, collaborative team
• Work across operations, data, and engineering
• Opportunity to shape fintech and retail