Operations Specialist

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

📋 Description

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

• Write and execute SQL queries to investigate transaction discrepancies, refund and payment challenges, reconciliation gaps, and other data-related issues.

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

• Trace issues across payment and support systems (such as card processors, ledgers, and help-desk platforms) to determine the source and reason for failures.

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

• 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 to escalate patterns, submit detailed tickets, and track issues through to resolution.

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

⛳️ Requirements

• Proficient in SQL — comfortable crafting queries with joins, filtering, and aggregation to independently investigate data (query optimization experience is advantageous).

• Familiarity with utilizing AI tools like Claude as part of a technical investigation process, with sound judgment on when to place trust in and how to verify their results.

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

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

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

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

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

• Proficient in both written and spoken English.

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

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

• Knowledge of 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, dental, and vision insurance.

• Flexible working hours and remote work options.

• A vibrant company culture that encourages innovation and collaboration.