Operations Specialist

Responsibilities

Support & Issue Resolution

• Handle basic operations and boarding-related support tickets with urgency and ownership
• Dive deep to identify root causes of issues rather than applying surface-level fixes
• Take initiative to resolve problems quickly, even when it means doing the grunt work

Merchant Onboarding & Configuration

• Manage boarding templates, billing configurations and customer comms
• Troubleshoot and resolve boarding errors, including re-boarding when necessary
• Resolve configuration issues to ensure merchants are set up accurately
• Manage specialized workflows that fall outside standard boarding procedures

Technical Troubleshooting & Cross-Functional Collaboration

• Work closely with Product, Engineering, and QA teams to identify, document, and resolve system errors and bugs
• Create detailed development tickets with clear reproduction steps and supporting documentation
• Serve as a bridge between operations and technical teams to expedite issue resolution

Billing & Financial Operations

• Identify and resolve billing configuration issues
• Troubleshoot billing-related issues and ensure accurate merchant fee structures
• Address funding issues by coordinating with internal teams and processor partners
• Investigate and resolve transaction-related issues with support from technical and processor teams

Process Improvement & Documentation

• Document common issues and solutions to build knowledge base resources
• Identify patterns in recurring problems and suggest process improvements
• Continuously focus on building better internal workflows and processes with cross-functional teams
• Partner with internal teams to streamline operations and eliminate inefficiencies
• Take ownership of process gaps and drive improvements from identification through implementation

Requirements

Education

• Bachelor's degree in Business Administration, Operations Management, Information Systems, Finance, or related field

Experience & Skills

• 3-5 years of experience in operations, quality assurance, data entry, or related analytical role
• Strong attention to detail with excellent data accuracy skills
• Proven ability to troubleshoot technical issues methodically and get to the root cause
• Strong bias for action
• Hands-on mentality
• Experience working with cross-functional teams (engineering, product, QA) with excellent collaboration skills
• Strong written and verbal communication skills
• Comfortable working in fast-paced environments with shifting priorities
• Business-minded
• Proficient in Excel/Google Sheets and data management
• Self-starter who takes ownership

Preferred

• Background in QA testing
• Experience with payment processing, fintech, or SaaS platforms
• Familiarity with ticketing systems (Jira, Linear, etc.)
• Basic understanding of APIs, webhooks, or technical integrations
• SQL or database query experience
• Experience creating technical documentation