Operations Specialist

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Act as the escalation point for intricate issues escalated from frontline support, overseeing them from the investigation phase to resolution.

• Execute SQL queries to examine transaction discrepancies, refund and payment concerns, reconciliation issues, and other data-related challenges.

• Utilize Claude and other AI tools to investigate problems, analyze logs, formulate queries, and expedite root-cause analysis.

• Trace issues across payment and support systems (such as card processors, ledgers, and help-desk platforms) to pinpoint where and why a problem occurred.

• Reproduce, diagnose, and document root causes, then either resolve the issue directly or provide a well-defined bug report to Engineering.

• Create clear and concise documentation, runbooks, and internal knowledge-base articles to facilitate quicker resolutions for recurring issues.

• Collaborate closely with Engineering, Product, and Operations to escalate trends, submit detailed tickets, and monitor issues until resolved.

• Advocate for both customers and frontline agents by identifying trends and suggesting enhancements to our products, tools, and processes.

⛳️ Requirements

• Proficient in SQL with the ability to write queries involving joins, filtering, and aggregation to independently investigate data (experience in query optimization is a plus).

• Comfortable utilizing AI tools like Claude within a technical investigation workflow, demonstrating sound judgment on when to rely on and verify their outputs.

• Strong analytical and troubleshooting skills; motivated to delve into the intricacies of a system or process until the underlying cause is uncovered.

• 3+ years of experience in technical support, operations, or a related problem-solving role, preferably within software, fintech, or payments.

• Proven experience in managing escalated, complex issues—focusing on troubleshooting, root-cause analysis, and resolution rather than relying on scripted responses.

• Exceptional written and verbal communication abilities; capable of articulating technical findings clearly to both non-technical and engineering audiences.

• Aptitude for managing multiple investigations simultaneously and exercising personal judgment to prioritize tasks and take initiative.

• Fluent in both written and spoken English.

• A passion for your work, combined with a strong sense of personal and corporate integrity, and a genuine eagerness to learn new technologies.

• Experience with Zendesk, Jira, Grafana/Loki, or similar support and observability tools is highly advantageous.

• Familiarity with payment systems, card processors, or ledger/reconciliation concepts is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career growth.

• Comprehensive health insurance and wellness programs.

• Flexible work hours and remote work options.

• A vibrant and inclusive work culture focused on innovation and teamwork.