Operations Specialist

📋 Description

• Escalate and own complex issues from frontline support to resolution
• Write and run SQL queries to investigate transactions and payments
• Use Claude and AI tools to investigate issues and accelerate root-cause analysis
• Trace issues across payment and support systems to locate root causes
• Reproduce, diagnose, and document root causes; hand off to Engineering if needed
• Create clear docs, runbooks, and knowledge-base articles to resolve recurring issues faster
• Collaborate with Eng/Prod/Ops to escalate patterns and drive fixes
• Advocate for customers and frontline agents; surface trends and suggest improvements

🎯 Requirements

• Hands-on SQL skills; write complex queries to investigate data
• Experience using AI tools (e.g., Claude) in investigations
• Strong analytical and troubleshooting instincts; digs into root causes
• 3+ years in technical support/ops, preferably software/fintech/payments
• Experience handling escalated complex issues; root-cause analysis
• Excellent written and verbal communication; explain findings clearly
• Able to manage multiple investigations and prioritize effectively
• Fluent English
• Passion, integrity, and eagerness to learn new tech
• Experience with Zendesk, Jira, Grafana/Loki or similar tools
• Familiarity with payment systems, card processors, or ledgers

🎁 Benefits

• Remote-friendly culture
• Growth-minded fintech team with opportunities to learn and advance