As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.
We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.
POSITION SUMMARY
The Site Operations team at EarnIn ensures seamless operational efficiency, reliability, and user lifecycle management across Customer Care systems and adjacent tooling through automation, proactive support, and structured processes. As a SiteOps Specialist, you’ll sit at the intersection of CX Operations, IT, Security, and Engineering, administering key platforms, driving intake and incident workflows, and maintaining audit/compliance rigor that keeps our tools secure and our teams productive.
This position will be hybrid (2 days per week) based in our Mexico City office, as part of our expanding site locations. EarnIn provides excellent employee benefits, including healthcare, internet/cell phone reimbursement, a learning and development stipend, and potential opportunities to travel to our Palo Alto HQ. Our salary ranges are determined by role, level, and location. We are unable to provide visa sponsorship or immigration support for this position.
WHAT YOU'LL DO- Intake & triage. Own intake and triage for Site Ops requests via our Jira Customer Portal, including general requests, tooling access, and after-hours urgent support; coordinate with on-call as needed and ensure clear handoffs.
- Implement agentic workflows. Implement end-to-end agentic workflows that autonomously intake, triage, and resolve routine Site Ops and CX issues (e.g., access requests, tooling fixes, standard configuration changes). Automate repetitive decision steps, surface runbooks and approvals, and provide auditable actions/rollback paths to reduce escalations and MTTR.
- Tooling administration. Administer and support CX tooling and related applications (including Zendesk/SunCo, AWS Connect, Sprout Social, Assembled, and Google Analytics) with clear, well-documented procedures and safe configuration practices.
- User lifecycle & Okta hygiene. Execute BPO and internal lifecycle operations (onboarding, permissioning, offboarding) with strong Okta hygiene; maintain source-of-truth rosters and access records and ensure changes are auditable.
- Audits & remediation. Run recurring user/access audits across Site Ops–administered tools, document findings, and close the loop with stakeholders and Security to remediate access and control gaps.
- Vendor escalations & incident support. Coordinate vendor escalations end-to-end: capture context, perform initial troubleshooting, open/track external tickets, and implement fixes or workarounds with partners. Support real-time incident response for agent- and customer-impacting tooling issues.
- Cross-functional change coordination. Partner with Engineering, IT, and Security on configuration changes, release gating, and change validation; contribute implementation, rollback, and runbook steps for operational changes.
- Documentation & enablement. Create and maintain high-quality runbooks, SOPs, tooling pages, and training content for internal teams and BPO partners; drive adoption and ensure documentation stays current.
- Operational health & telemetry. Monitor operational health signals across owned tools; proactively address reliability, access, and performance issues affecting agents or customers and escalate via defined incident paths. Use telemetry to identify trends and measure improvements.
WHAT WE'RE LOOKING FOR
- 1+ year of hands-on experience administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, and integrations.
- Experience supporting production-grade support environments with high availability and real-time incident response expectations.
- Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, Engineering, and Security.
- Demonstrated ownership of user lifecycle and access governance for internal or BPO populations; strong documentation habits (runbooks/workflows/playbooks).
- Ability to troubleshoot agent/customer-impacting issues across chat, email, messaging, and voice channels in real time.
- Experience with AWS Connect or similar cloud contact center platforms is a plus.
- Experience building/implementing agentic workflows is a plus.
- Familiarity with learning and workforce platforms used in support orgs (e.g., training and WFM tools) and with operational reporting across systems is a plus.
- Experience supporting high-volume, regulated, or 24/7 contact center environments is a plus
- Hands-on experience with Okta or identity/access automation (Okta Workflows, SCIM provisioning, etc.) and basic scripting/automation is a plus.
#LI-Remote #LI-Hybrid
At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant.
EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.
Skills Required
- 1+ year administering CX platforms (e.g., Zendesk/SunCo): workflows, queues, routing, triggers/automations, integrations.
- Experience supporting production-grade support environments with high availability and real-time incident response.
- Proficiency with operational intake and tracking in Jira; comfortable collaborating across IT, CX, Engineering, and Security.
- Ownership of user lifecycle and access governance for internal or BPO populations; maintain source-of-truth rosters and auditable access records.
- Strong documentation habits: create and maintain runbooks, SOPs, tooling pages, and training content.
- Ability to troubleshoot agent/customer-impacting issues across chat, email, messaging, and voice channels in real time.
- Hands-on experience with Okta or identity/access automation (Okta Workflows, SCIM provisioning) and basic scripting/automation.
- Experience with AWS Connect or similar cloud contact center platforms.
- Experience building/implementing agentic workflows to automate intake, triage, and routine resolutions.
- Familiarity with learning and workforce platforms used in support orgs and operational reporting across systems.
- Experience supporting high-volume, regulated, or 24/7 contact center environments.
What We Do
Earnin’s mission is to build a financial system that works for people. Every year, while Americans wait for their paychecks, more than $1 trillion of their hard-earned money is held up in the pay cycle. As a result, we accumulate over $50 billion in late and overdraft fees and turn to high-interest loans. We seek to eliminate those fees and put money back into workers’ hands. Our financial system doesn’t work for people. But Earnin does. Earnin is an app that lets people get paid as soon as they leave work, with no fees, interest, or hidden costs. App users can receive their money in their bank account instantly at little or no cost — as we operate on a pay what you choose model. All they need is a bank account and a job that provides direct deposit or uses electronic timesheets. At Earnin, we’re building the way we think a financial system should work for everyone, not just the people who can afford it. We help people take control of their money and get to a better financial place. Our goal is not only to provide great products at little or no cost to the people who need them but also to inspire kindness across the financial world and eventually across all industries.
