Critical Support Operations Associate, Weekend Coverage
Core
Frontline responder for urgent, high-stakes user issues including executive-triggered escalations and critical payment failures, while building operational foundations and workflows.
Role type
Senior IC critical support operations associate
Builds
Operational workflows, escalation playbooks, and standards for critical support
Domain
Fintech / Payments / SaaS support
Deliverable
client delivery
Required skills
complex problem-solving under pressure, executive communication, cross-functional coordination, process documentation, triage and review, root cause analysis
Preferred skills
AI fluency (agentic workflows, prompting), incident management experience, case management systems familiarity, program building interest
Technologies
SFDC
Responsibilities
Handle escalation cases with speed and sound judgment; Provide consistent coverage for business critical support flows; Engage with Incident Management, Risk, Product, and Engineering to resolve complex issues; Communicate clearly with senior stakeholders and high-profile users; Define and document operational workflows and resolution playbooks; Support queue operations including triage and review; Identify patterns in case volume to improve workflows
Seniority
Mid-level, hands-on IC