Operations Support Analyst

The Role

As an Operations Support Analyst, you will sit at the intersection of execution and optimization, balancing the manual tasks required for merchant onboarding with the strategic mindset needed to automate and refine our workflows. Your mission is to maximize the efficiency of our merchant onboarding process by assisting with merchant applications, configuring merchant accounts, and by implementing the scalable systems that serve as our company's "source of truth."

What You’ll Do

• Workflow & Queue Management: Own the "Pre-review" phase, including file preparation. Analyze trends to create workflows that maximize “In Good Order” rates and reduce manual touchpoints.
• Configuration Execution: Act as the primary point of contact for configuring customer accounts with our bank partners, ensuring configurations are standardized, organized and repeatable.
• Policy & SOP Architecture: Assist in writing, updating, and tracking SOPs to ensure our internal manuals reflect current workflows. Bring a data driven approach to help identify "process gaps" and suggest automation or tooling improvements.
• Data Integrity & Hygiene: Maintain "CRM integrity" by ensuring customer accounts fields are configured correctly and audit ready. Recommend new data points and identify process improvements to future-proof our account data.
• Periodic Review Support: Manage the queuing and assignment of periodic reviews, including the initial outreach for updated merchant documentation. Recommend refinement and automation to keep communication within SLA.

Required Qualifications

• 0– 3 years of experience in FinTech, Operations or a start-up environment.
• Exceptional organizational skills with a "process-first" mindset (you enjoy making messy things orderly).
• Strong communication skills for managing bank-partner relationships and internal escalations.
• Ability to operate in the "gray area" and help define processes where they don't yet exist.
• Systems-level thinker with the ability to operate independently, ship technical solutions quickly, and iterate based on real-time operational feedback.
• Adaptable multi-tasker capable of managing competing priorities from multiple departments without compromising data integrity or "source of truth" standards.

Preferred Qualifications

• Hands-on experience with Google Apps Script, automation platforms (Make, Zapier), and CRMs (Salesforce, Attio).
• Experience building or orchestrating agent-based workflows and an interest in emerging AI technologies.
• Data-driven approach (basic Excel/Sheets modeling) to track handle times and latencies.

Pay

The base salary range for this role is $70,000 to $90,000 USD. The actual base salary offered depends on a variety of factors, including but not limited to experience, education, skills, qualifications and business needs.