Operations Specialist

About Sezzle

Sezzle is on a mission to financially empower the next generation by revolutionizing shopping with innovative, interest-free installment plans that make purchases smarter and more accessible. We seamlessly blend advanced technology to enhance merchant sales through increased conversion rates and higher order values. Our dynamic team is passionate about transforming not just payments but the entire shopping experience for consumers and merchants alike.

Role Overview

We are looking for a driven Operations Specialist to join our Operations team in Brazil. This role is crucial for tackling escalated, complex issues beyond frontline support by investigating and resolving challenges involving payment systems and data accuracy. The ideal candidate combines strong problem-solving abilities with technical know-how, including expertise in SQL and AI tools, to conduct root cause analyses and collaborate across teams.

Key Responsibilities

• Serve as the escalation expert for complicated cases coming from frontline support, managing issues from investigation through to resolution.
• Develop and execute SQL queries with joins, filtering, and aggregation to uncover transaction discrepancies, refunds, payments, and reconciliation irregularities.
• Utilize AI-based tools such as Claude for technical investigations, log analysis, query drafting, and accelerating root cause identification.
• Track issues across payment platforms, card processors, ledgers, and help-desk systems to pinpoint failure points.
• Diagnose, reproduce, and document root causes; either resolve problems independently or prepare detailed bug reports for Engineering.
• Create clear internal documentation, runbooks, and knowledge-base articles to streamline resolution of recurrent issues.
• Collaborate closely with Engineering, Product, and Operations teams to escalate patterns, submit comprehensive tickets, and monitor fixes.
• Advocate on behalf of both customers and frontline agents by identifying trends and proposing enhancements to products, tools, and procedures.

Candidate Profile

• Proficient in SQL querying including joins, filtering, aggregation; experience optimizing queries is advantageous.
• Comfortable integrating AI tools like Claude in technical investigations with critical judgment regarding their outputs.
• Strong analytical mindset and troubleshooting aptitude driven to uncover underlying system and process causes.
• Minimum of 3 years experience in technical support, operations, or related roles especially in software, fintech, or payments environments.
• Experience managing escalated, intricate issues focusing on root cause analysis and resolution rather than scripted fixes.
• Excellent communication skills, capable of conveying technical information effectively to both technical and non-technical stakeholders.
• Able to juggle multiple complex investigations, prioritize independently, and take initiative.
• Fluency in English, both oral and written.
• Passion for work complemented by integrity and eagerness to learn new technologies.
• Familiarity with Zendesk, Jira, Grafana/Loki or similar monitoring and support systems is a plus.
• Knowledge of payment systems, card processors, and ledger/reconciliation processes is advantageous.

Personal Attributes

• Maintains very high standards, continuously pushing to improve quality and ensuring issues are permanently resolved.
• Innovative mindset not limited by conventional methods, willing to seek novel approaches.
• Thrives in fast-paced environments, values swift decision-making and action, embraces calculated risks.
• Builds trust through attentive listening, candid communication, and respectful interactions.

Compensation

The role offers a gross monthly salary ranging from USD 1800 to USD 2700.

Work Culture

At Sezzle, we pride ourselves on hiring talented and bright individuals who exemplify our culture through their daily contributions rather than relying on typical startup perks.