Operations Specialist
$21,600–$32,400 year
Remote
Job Summary
Serve as the escalation point for complex issues from frontline support, owning investigations from start to resolution. Write and run SQL queries to investigate transaction discrepancies, refund issues, and reconciliation gaps. Use AI tools to analyze logs, draft queries, and accelerate root-cause analysis while tracing problems across payment systems and ledgers. Reproduce issues, document findings, and either resolve them directly or hand off scoped bug reports to Engineering. Partner with Product and Operations to escalate patterns and file detailed tickets. Act as an advocate for customers and agents by surfacing trends and recommending product or process improvements.
Required Qualifications
- Hands-on SQL skills — comfortable writing queries with joins, filtering, and aggregation to investigate data independently
- Comfort using AI tools like Claude as part of a technical investigation workflow, with sound judgment about when to trust and how to verify their output
- Strong analytical and troubleshooting instincts; you're driven to dig into the details of a system or process until you find the real cause
- 3+ years of technical support, operations, or a related problem-solving role
- Experience handling escalated, complex issues — troubleshooting, root-cause analysis, and problem resolution rather than scripted responses
- Excellent written and verbal communication skills; able to explain technical findings clearly to both non-technical and engineering audiences
- Able to manage multiple investigations at once and use personal judgment to prioritize and take initiative
- Fluent in written and spoken English
- A passion for what you do, paired with strong personal and corporate integrity, and genuine excitement to learn new technologies
Desired Qualifications
- query optimization experience
- Experience with Zendesk, Jira, Grafana/Loki, or similar support and observability tooling
- Familiarity with payment systems, card processors, or ledger/reconciliation concepts
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