Technical Operations Contractor (seasonal) - Remote Eligible

Technical Operations Contractor (Seasonal)

We're seeking a highly motivated, organized, and detail-oriented Technical Operations contractor to join our team in a seasonal capacity. The primary focus will be on supporting at least one of our strategic clients. The Technical Operations Contractor role sits at the intersection of Technical Support and Product Operations, designed to ensure a seamless and reliable experience for our strategic customers' internal teams and their customers. You'll play a vital part in helping Finch's core groups deliver on SLAs for the Assisted API products, proactively managing technical workflows, and directly impacting the end user and developer experience using Finch.

What You'll Do

• Technical Support: Act as the first line of defense for our employers' technical inquiries, providing reactive support, troubleshooting issues, and offering best practices.
• Product Operations: Ensure we're processing Assisted workflows for our strategic customers within established service level agreements (SLAs).
• Data Management: Proven experience handling structured data (Excel, CSV, JSON, etc.).
• Authentication Enablement: Guide employers through nuanced authentication processes, particularly for complex providers.
• Process & Communication: Strong attention to detail and ability to document, follow and execute repeatable workflows with precision, while providing clear, timely communication on status updates to both customer and internal teams.
• New Payroll Provider Scoping: Assist in the mapping of new providers in an accurate and timely manner.
• Proactive Issue Resolution: Work closely with our internal Product Operations team to identify and resolve potential issues with Provider integrations before they impact operations.
• Documentation: Proactively incorporate edits and improvements to instructions and guides as you learn from recurring and edge-cases that our customers may face.
• Quality Assurance (QA): Support our product quality initiatives by assisting with routine QA testing and validation of new run-books, workflows or integration updates.
• Direct-to-Sponsor Support: Serve as a backup resource for direct-to-sponsor support efforts, assisting with a variety of inquiries and providing expert guidance to ensure a positive customer experience.

Who You Are

• Extremely organized with the ability to maintain context while triaging multiple priorities, maintaining focus on tasks from start to finish.
• Skilled at working backward efficiently from key timelines, as most processes have a 24-hour SLA.
• A self-starter with a strong technical curiosity and a passion for problem-solving, comfortable navigating ambiguous situations to resolve complex problems.
• Empathetic and customer-focused, with excellent communication skills (both written and verbal).
• Highly organized and methodical, with a keen eye for detail. Mistakes are uncommon, and repeat issues are unacceptable in your eyes.
• Comfortable working in a fast-paced environment and managing competing priorities.
• Experience in a technical support or product operations role, preferably with an API-based or hyper-process oriented solution, is preferred. Prior experience with scripting or automation tools is a big plus.

$25 - $30 an hour. This is a seasonal role, with an expected term of 9/3/25 to 3/31/26. Anticipated hours per week: 24-28.

Finch is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.