• Handle basic operations and boarding-related support tickets with urgency and ownership • Dive deep to identify root causes of issues rather than applying surface-level fixes • Take initiative to resolve problems quickly, even when it means doing the grunt work • Manage boarding templates, billing configurations and customer comms • Troubleshoot and resolve boarding errors, including re-boarding when necessary • Resolve configuration issues to ensure merchants are set up accurately • Manage specialized workflows that fall outside standard boarding procedures • Work closely with Product, Engineering, and QA teams to identify, document, and resolve system errors and bugs • Create detailed development tickets with clear reproduction steps and supporting documentation • Serve as a bridge between operations and technical teams to expedite issue resolution • Identify and resolve billing configuration issues • Troubleshoot billing-related issues and ensure accurate merchant fee structures • Address funding issues by coordinating with internal teams and processor partners • Investigate and resolve transaction-related issues with support from technical and processor teams • Document common issues and solutions to build knowledge base resources • Identify patterns in recurring problems and suggest process improvements • Continuously focus on building better internal workflows and processes with cross-functional teams • Partner with internal teams to streamline operations and eliminate inefficiencies • Take ownership of process gaps and drive improvements from identification through implementation