Operations Associate

Job Description

This role sits at the intersection of product development, client integration, and technical operations. The successful candidate will contribute to the planning and rollout of new product features, assist clients with technical onboarding and integration, and support internal teams with issue resolution, technical documentation, and operational projects.

The Operations Associate will work closely with software engineers, product managers, support teams, and client stakeholders to bridge the gap between business requirements and technical execution.

Responsibilities

The Operations Associate will play a key role in ensuring the smooth delivery, onboarding, and support of Finch Technologies’ product offerings across multiple platforms, including Fincheck, FundingHub, Gathr, and future solutions. This individual will act as a key point of contact for technical implementation and client success, working closely with internal teams and external stakeholders to translate business requirements into operational outcomes.

This role will have primary responsibility and accountability for client onboarding and integration, as well as technical support and issue resolution. High-performing candidates may grow into more product-focused role as their experience and impact grow.

Client Onboarding & Integration

• Lead and manage the onboarding and technical integration of enterprise and strategic clients
• Coordinate internal and external stakeholders to track and deliver key onboarding milestones
• Act as the primary point of contact for all technical and product-related queries during the integration phase
• Support and validate configuration, testing, and implementation of APIs, webhooks, and low-code workflows

Technical Support & Issue Resolution

• Provide first-line technical support for escalated queries from the Sales or Client Success teams
• Investigate and troubleshoot issues using tools such as Postman, dashboards, logs, or test environments
• Coordinate internal stakeholders to ensure timely resolution of technical or product-related issues
• Collaborate with engineering team to escalate and resolve complex technical challenges
• Contribute to the development of internal tools, documentation, and knowledge-sharing resources

Product & Feature Support

• Support the Product Lead with defining, testing, and validating new product features
• Participate in UAT (User Acceptance Testing) and ensure alignment with acceptance criteria
• Assist in the documentation process for internal and client-facing guides, user flows, and edge cases as needed

Operational Projects & Process Improvement

• • Assist with internal projects aimed at improving operational efficiency and client experience
  • Support the design of lightweight, low-code or no-code solutions to streamline internal processes
  • Help capture key operational learnings, risks, and metrics to inform ongoing improvement efforts

Qualifications/Experience

• Minimum Requirements:

  • A completed formal university degree in one of the following or related fields: BEng (Industrial or Mechanical Engineering)
  • BSc (Information Systems or Computer Science)
  • BA (Business Analysis or Business Science)
  • At least 2 years of relevant work experience in a technology-led, product-driven, or operational role
  • Project management or agile delivery experience – either formally as part of a delivery role or informally as part of client/product rollouts.
  • Demonstrated experience collaborating with technical teams, such as software engineering or product management

  Desirable (Nice-to-Have):

  • Exposure to or experience working with technical products, especially those involving APIs, data workflows, or client platforms
  • A Scrum Master, Agile, or Project Management certification (e.g. PMP, Prince2, PSPO, CSM) is advantageous
  • Experience working with clients, especially in onboarding, integration, or solution support contexts
  • Familiarity with tools such as Postman, Jira, Notion, or low-code platforms (e.g. Zapier, Make.com)

Skills and Attributes

We are looking for a candidate who brings a combination of technical acumen, operational rigour, and strong interpersonal skills. These qualities will enable you to collaborate effectively across teams, engage confidently with clients, and ensure smooth delivery of both internal initiatives and external implementations.

At Finch, culture and collaboration are central to how we hire and how we work. As an Operations Associate, you’ll be expected to bring not only technical and operational competence, but also curiosity, initiative, and a team-first mindset. We’re looking for someone who enjoys solving problems, thrives in a fast-paced environment, and actively contributes to making processes better and teams stronger.

You’ll be joining a multi-disciplinary, high-performing team that values ownership, transparency, and continuous learning. Those who lean in, take initiative, and proactively support others will excel in this role and thrive within our culture. We’re looking for someone who lives our values and brings a solutions-oriented mindset to everything they do.

• Analytical Thinking – Demonstrates the ability to understand complex systems and workflows, connect the dots between business needs and technical requirements, and troubleshoot effectively. Approaches problems methodically and with a mindset focused on clarity, accuracy, and continuous improvement.
• Communication – Possesses strong written and verbal communication skills, with the ability to convey technical information in a clear, structured, and accessible way. Navigates conversations with both internal stakeholders and external clients with professionalism and confidence.
• Collaboration – Works well in cross-functional teams, fostering strong working relationships across product, engineering, support, and client success. Contributes to a positive team environment, shares knowledge openly, and engages constructively in discussions and decision-making.
• Initiative & Ownership – Takes responsibility for tasks from start to finish, proactively identifies opportunities to improve processes, and follows through on delivery without needing close supervision. Brings a growth mindset and a willingness to learn new tools, technologies, and approaches.
• Client Orientation – Demonstrates a keen understanding of the importance of client experience and satisfaction. Anticipates client needs, engages constructively in client conversations, and helps translate business requirements into effective solutions.