Operations Specialist

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

📋 Description

• Act as the escalation point for intricate issues that are escalated from frontline support, managing them from investigation to resolution.

• Construct and execute SQL queries to explore transaction discrepancies, refund and payment challenges, reconciliation issues, and other data-related concerns.

• Utilize Claude and other AI tools to probe into issues, analyze logs, formulate queries, and expedite root-cause analysis.

• Trace problems through payment and support systems (such as card processors, ledgers, and help-desk platforms) to pinpoint where and why issues arose.

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

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

• Collaborate closely with Engineering, Product, and Operations teams to identify patterns, submit detailed tickets, and ensure issues are resolved effectively.

• Serve as an advocate for both customers and frontline agents by highlighting trends and suggesting enhancements to our products, tools, and processes.

⛳️ Requirements

• Proficient SQL skills — capable of writing queries with joins, filtering, and aggregation to conduct independent data investigations (experience with query optimization is advantageous).

• Comfortable utilizing AI tools such as Claude within a technical investigation workflow, demonstrating sound judgment regarding their reliability and how to validate their outputs.

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

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

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

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

• Ability to juggle multiple investigations simultaneously and exercise personal judgment to prioritize and take initiative.

• Proficient in both written and spoken English.

• A strong passion for your work, combined with high personal and corporate integrity, and a genuine enthusiasm for learning new technologies.

• Familiarity with Zendesk, Jira, Grafana/Loki, or similar support and observability tools is a significant advantage.

• Knowledge of payment systems, card processors, or ledger/reconciliation concepts is a plus.

🏝️ Benefits

• Comprehensive health insurance options including medical, dental, and vision coverage.

• Flexible work hours and remote work opportunities.

• Professional development and growth opportunities.

• A supportive and inclusive company culture.

• Competitive salary and performance-based bonuses.