Operations Specialist

Role Overview

• 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
• 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
• 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
• 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
• 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

• Bachelor's degree in Business Administration, Operations Management, Information Systems, Finance, or related field
• Have 3-5 years of experience in operations, quality assurance, data entry, or related analytical role
• Have strong attention to detail with excellent data accuracy skills
• Have proven ability to troubleshoot technical issues methodically and get to the root cause
• Have a strong bias for action
• you don't wait for perfect information, you roll up your sleeves and get things done
• Have a hands-on mentality
• willing to do whatever it takes, including grunt work, to solve problems and move the business forward
• Have experience working with cross-functional teams (engineering, product, QA) with excellent collaboration skills
• Have strong written and verbal communication skills
• Are comfortable working in fast-paced environments with shifting priorities
• Are business-minded with a genuine care for how your work impacts company outcomes
• Are proficient in Excel/Google Sheets and data management
• Are a self-starter who takes ownership and doesn't need to be micromanaged
• Preferred: Background in QA testing
• Preferred: Experience with payment processing, fintech, or SaaS platforms
• Preferred: Familiarity with ticketing systems (Jira, Linear, etc.)
• Preferred: Basic understanding of APIs, webhooks, or technical integrations
• Preferred: SQL or database query experience
• Preferred: Experience creating technical documentation

Tech Stack

• SQL

Benefits

• Comprehensive health, dental, and vision benefits
• Flexible work environment (hybrid in Miami or fully remote)
• Professional development opportunities
• Collaborative, growth-oriented culture with leadership accessibility