Operations Specialist: Data & Escalations Expert

Sezzle; Ciudad de México; Presencial; MXN 351.188 - 526.783; Jornada completa

Descripción de la vacante

Sezzle is seeking an Operations Specialist to join our fast-moving team in Mexico City. You’ll act behind the frontline to investigate complex issues, query databases, and trace transactions across payment platforms.

You’ll leverage Claude and other AI tools to diagnose root causes and resolve problems that others can’t. You will work with Engineering, Product, and Operations to escalate patterns, write clear bug reports, and document runbooks that prevent recurring issues.

Formación

• Hands-on SQL skills with joins, filtering and aggregation to investigate data independently.
• Strong analytical and troubleshooting instincts; driven to dig into system details to find root causes.
• Experience handling escalated, complex issues—troubleshooting and problem resolution beyond scripted responses.
• Excellent written and verbal communication; able to explain findings clearly to non-technical and technical audiences.
• 3+ years in technical support, operations, or a related problem-solving role in software/fintech/payments.

Responsabilidades

• Serve as the escalation point for complex issues from frontline support, owning investigations through resolution.
• Write and run SQL queries to investigate transaction discrepancies and data-related problems.
• Use Claude and other AI tools to diagnose issues, analyze logs, and accelerate root-cause analysis.
• Trace issues across payment and support systems to identify where and why problems occurred.
• Reproduce, diagnose, and document root causes, then hand off well-scoped bug reports when needed.
• Create documentation, runbooks, and knowledge-base articles to speed up issue resolution.
• Collaborate with Engineering, Product, and Operations to escalate patterns and drive fixes.
• Advocate for customers and frontline agents, surfacing trends and proposing product/process improvements.

Conocimientos

SQL queries

Data analysis

Troubleshooting

English proficiency

Attention to detail

Herramientas

Zendesk

Jira

Grafana/Loki

Claude AI

Descripción del empleo

Sezzle is seeking an Operations Specialist to join our fast-moving team in Mexico City. You’ll act behind the frontline to investigate complex issues, query databases, and trace transactions across payment platforms.

You’ll leverage Claude and other AI tools to diagnose root causes and resolve problems that others can’t. You will work with Engineering, Product, and Operations to escalate patterns, write clear bug reports, and document runbooks that prevent recurring issues.