• 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

Role Description We are seeking a Licensed Optician with a recognised optical dispensing certification to join our growing online eyewear platform. As part of the SmartBuyGlasses team, you'll help deliver exceptional optical accuracy, personalized recommendations, and outstanding customer experiences — all while supporting innovation in online vision care. Qualifications - Registered Optical Dispenser / Licensed Optician with an active and recognised optical dispensing certification (e.g. ABO, FBDO, or equivalent). - Minimum 1–2 years of experience in clinical optometry or optical dispensing (retail or online). - Strong understanding of optical prescriptions, lens design, and measurement parameters. - Excellent attention to detail, professional communication skills, and customer care orientation. - Comfortable using digital tools, email, and cloud-based systems. - Able to work independently in a remote environment. - Experience with e-commerce or tele-optometry platforms. - Familiarity with practice management software and optical lab workflows. - Experience with international prescriptions or global optical standards. - Understanding of region-specific optical requirements across multiple markets. Requirements - Flexible remote working hours and scheduling. Benefits - Competitive compensation (per-verification or workload-based). - Opportunity to help shape the future of online vision care globally. - Work alongside a global, multicultural team passionate about innovation and optical excellence. - Training on new lens technologies and digital tools.