Job Description

We're seeking a Customer Operations Specialist (student position) to manage support tickets and work closely with our account management and technical teams to ensure smooth operations across our platform. You'll be the critical link connecting our customers with internal teams, including Finance, Risk/Credit, and Product — and you'll help us scale by designing automated workflows that leverage APIs, event-driven systems, and AI tooling.

Responsibilities

• Manage and resolve support tickets through Freshdesk/Freshchat across multiple customer segments
• Design and maintain automated workflows that connect Freshdesk, internal services, and third-party tools via REST APIs and webhooks/event streams
• Leverage AI-powered tools (LLM agents, Claude, automation copilots) to triage tickets, draft responses, and surface insights from support data
• Build internal tools and dashboards to streamline recurring ops tasks
• Coordinate credit limit requests with the Credit team
• Support collections operations and payment recovery workflows
• Troubleshoot bank connection and payment processing issues, including tracing API calls, reading logs, and debugging event payloads
• Provide the Product and Engineering teams with structured customer feedback, reproducible bug reports, and feature requests
• Analyze ticket trends using SQL and AI-assisted analysis to identify systemic issues and propose automation opportunities

Requirements

• Native English – a must
• 2+ years in customer operations, support, or account management (fintech/B2B preferred)
• Working understanding of REST APIs, webhooks, and event-driven integrations — able to read API docs, inspect JSON payloads, and trace data across systems
• Hands-on experience with AI tools (Claude Code, Codex, or similar) for automating or accelerating day-to-day work
• Excellent problem-solving skills with the ability to connect disparate data points across systems
• Experience with ticketing systems (Freshdesk preferred)
• Clear written communication for both technical and non-technical audiences