Support & Operations Representative (Student Position)

About Lama AI

80% of small businesses get rejected for the financing they desperately need to thrive and to survive, and we couldn’t remain indifferent. Lama AI was founded to provide small business owners with fair opportunities, delivered with speed and efficiency. Together with our bank and fintech partners, we are building an embedded lending network, and helping small businesses access the capital they are starving for, and unlock their growth potential.

Founded by experienced entrepreneurs, who have previously built multiple companies, Lama AI is backed by Tier-1 fintech investors. What does it mean for you? You’ve got an amazing opportunity to join a strong and ambitious team, empower small businesses, have fun and enjoy a fascinating journey, while unlocking your own career potential.

What you’ll do

We are looking for a sharp, proactive, and resilient student to join our Operations & Support team. In this role, you will be at the forefront of our customer experience, being the first point of contact for our valued customers when it comes to technical issues. You’ll need to combine analytical thinking with the ability to manage priorities in real-time, ensuring our customers receive fast responses and accurate solutions. You'll be an autonomous, self-driven owner, comfortable with complex configurations, code-level investigations, and clarifying needs. You will also collaborate with R&D to address capability gaps and handle complex technical escalations.

Responsibilities

• Customer issue resolution: Serve as the primary point of contact for technical issues, analyzing problems, identifying gaps, and providing structured solutions to ensure customer satisfaction.
• Ticket management: Triage support tickets and own the lifecycle of them, from the moment they are created to the moment they are closed (and everything in between).
• Proactive mindset: Identify patterns in customer issues before they become a ticket, and propose long-term solutions or process improvements.

Requirements

• Troubleshooting DNA: A natural problem-solver who loves deconstructing complex logic-based issues and finding the ״why״ behind the ״what״.
• Ownership & proactivity: A self-starter who takes full responsibility for a task until it's resolved and always anticipates the next step.
• Communication skills: Excellent interpersonal skills with the ability to explain complex technical issues to non-technical personas, clearly.
• Language skills: High-level of written English and Hebrew - must.
• Self-learner: Independently navigate rapidly changing systems to find root causes and learn new topics.
• Ability to commit to at least 10 available work hours per week in the afternoon/evening (this is a shift-based role, from 14:30-00:00 IDT).
• At least one year of studies remaining.