Ops L1 Subject Matter Expert (SME)
Core
Provide specialist operational expertise and local-market knowledge for complex payment escalations between global support and in-country White Glove resources.
Role type
Senior IC operations subject matter expert (payments/fintech)
Builds
Operational guidance, SOPs, and troubleshooting guides for the global support organization
Domain
Fintech, global payments, and Saudi Arabian market operations
Required skills
complex operational troubleshooting, root-cause analysis, payments lifecycle knowledge, cross-functional coordination, knowledge transfer, process improvement
Preferred skills
enterprise customer management, Saudi Arabia payments ecosystem knowledge, Arabic language proficiency
Technologies
SmartX Treasury System, Fortress Compliance Platform
Responsibilities
Resolve complex operational escalations requiring deep local-market expertise, coordinate with Network/Compliance/Product/Engineering teams, develop SOPs and troubleshooting guides from complex cases, coach and upskill the global support team, analyze recurring escalations to identify operational gaps, recommend improvements in processes and automation
Seniority
Senior, hands-on IC
