Operations Specialist

About the role

Sezzle is looking for an Operations Specialist to join its team. This role focuses on resolving complex customer and system issues that require in-depth investigation. You will be responsible for analyzing data, tracing transactions, and using advanced tools to identify and fix problems.

Key facts

What you'll do

Handle escalated issues from the initial support team, taking ownership from investigation to resolution.

Utilize SQL to examine transaction data, address refund and payment concerns, and identify reconciliation discrepancies.

Employ AI tools, such as Claude, to aid in issue diagnosis, log analysis, and query generation.

Track problems across various systems, including payment processors and customer support platforms, to pinpoint origins.

Reproduce, diagnose, and document the root cause of issues, either resolving them directly or creating detailed reports for the engineering team.

Develop clear documentation and internal guides to streamline the resolution of recurring problems.

Collaborate with Engineering, Product, and Operations teams to report trends and ensure issues are addressed.

Act as a representative for customers and support agents, suggesting improvements to products and processes.

Requirements

Proficiency in writing SQL queries for data analysis, including joins, filtering, and aggregation.

Experience using AI tools like Claude within a technical problem-solving context, with an understanding of their verification needs.

Demonstrated analytical and troubleshooting abilities, with a drive to uncover root causes.

A minimum of 3 years in a technical support, operations, or similar analytical role, preferably within software, fintech, or payments.

Proven experience managing and resolving complex, escalated issues.

Strong written and verbal communication skills, capable of explaining technical details to diverse audiences.

Ability to manage multiple tasks simultaneously and prioritize effectively.

Fluency in written and spoken English.

Nice to have

Experience with support and monitoring tools such as Zendesk, Jira, or Grafana/Loki.

Familiarity with payment processing systems, card networks, or ledger and reconciliation principles.

Skills & tools

SQL

Claude (or similar AI tools)

Zendesk (or similar)

Jira (or similar)

Grafana/Loki (or similar)

Practical notes

This is a remote position based in Mexico.