Operations Specialist

About the role

Sezzle is looking for a technically‑savvy Operations Specialist to serve as the escalation point for complex payment and support issues. You will work behind the frontline support team, digging into data, tracing transactions, and using AI tools to uncover root causes and drive resolutions.

Key responsibilities

• Own escalated issues from investigation through resolution.
• Write and run SQL queries to investigate transaction discrepancies, refunds, payment issues, and reconciliation gaps.
• Leverage AI tools such as Claude to analyze logs, draft queries, and accelerate root‑cause analysis.
• Trace problems across payment processors, ledgers, and help‑desk platforms to pinpoint failures.
• Reproduce, diagnose, and document root causes, either fixing the issue or delivering a well‑scoped bug report to Engineering.
• Create clear documentation, runbooks, and knowledge‑base articles for recurring issues.
• Partner with Engineering, Product, and Operations to surface patterns, file detailed tickets, and follow issues to a fix.
• Advocate for customers and frontline agents by surfacing trends and recommending product, tooling, and process improvements.

Required profile

• Strong analytical mindset with high IQ and high EQ.
• Hands‑on experience writing complex SQL queries with joins, filters, and aggregations.
• Comfort using AI tools (e.g., Claude) as part of investigative workflows.
• Ability to work independently, reproduce issues, and communicate findings clearly.

Required skills

• SQL
• AI tools (Claude)