• Serve as the escalation point for complex issues handed up from frontline support, owning them from investigation through resolution • Write and run SQL queries to investigate transaction discrepancies, refund and payment issues, reconciliation gaps, and other data-related problems • Use Claude and other AI tools to investigate issues, analyze logs, draft queries, and accelerate root-cause analysis • Trace issues across payment and support systems (e.g., card processors, ledgers, help-desk platforms) to identify where and why something went wrong • Reproduce, diagnose, and document root causes, then either resolve the issue directly or clearly hand off a well-scoped bug report to Engineering • Write clear, concise documentation, runbooks, and internal knowledge-base articles so recurring issues can be resolved faster • Partner closely with Engineering, Product, and Operations to escalate patterns, file detailed tickets, and follow issues through to a fix • Act as an advocate for both customers and frontline agents, surfacing trends and recommending improvements to our products, tooling, and processes

• Serve as the escalation point for complex issues handed up from frontline support, owning them from investigation through resolution • Write and run SQL queries to investigate transaction discrepancies, refund and payment issues, reconciliation gaps, and other data-related problems • Use Claude and other AI tools to investigate issues, analyze logs, draft queries, and accelerate root-cause analysis • Trace issues across payment and support systems (e.g., card processors, ledgers, help-desk platforms) to identify where and why something went wrong • Reproduce, diagnose, and document root causes, then either resolve the issue directly or clearly hand off a well-scoped bug report to Engineering • Write clear, concise documentation, runbooks, and internal knowledge-base articles so recurring issues can be resolved faster • Partner closely with Engineering, Product, and Operations to escalate patterns, file detailed tickets, and follow issues through to a fix • Act as an advocate for both customers and frontline agents, surfacing trends and recommending improvements to our products, tooling, and processes

• Serve as the escalation point for complex issues handed up from frontline support, owning them from investigation through resolution • Write and run SQL queries to investigate transaction discrepancies, refund and payment issues, reconciliation gaps, and other data-related problems • Use Claude and other AI tools to investigate issues, analyze logs, draft queries, and accelerate root-cause analysis • Trace issues across payment and support systems (e.g., card processors, ledgers, help-desk platforms) to identify where and why something went wrong • Reproduce, diagnose, and document root causes, then either resolve the issue directly or clearly hand off a well-scoped bug report to Engineering • Write clear, concise documentation, runbooks, and internal knowledge-base articles so recurring issues can be resolved faster • Partner closely with Engineering, Product, and Operations to escalate patterns, file detailed tickets, and follow issues through to a fix • Act as an advocate for both customers and frontline agents, surfacing trends and recommending improvements to our products, tooling, and processes

• Manage a Mortgage/Consumer Lending department by overseeing a staff of supervisors and/or operations managers ensuring operational efficiency • Responsible for planning, leadership, problem resolution, analysis and reporting for assigned department • Plan and implement new methods and procedures to make daily operations more efficient • Consult and communicate with operations staff • Support annual budget process and is financially accountable for department/unit • Exercise usual authority of manager concerning staffing, performance appraisals, promotions, salary recommendations and terminations