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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing Tier 2 Operations teams, ensuring compliance with consumer-protection regulations, and effectively handling escalations in a fintech environment. Proficient in developing and maintaining operating procedures, utilizing data analysis for operational improvements, and leveraging AI tools for enhanced productivity.
Highest-signal resume keywords
People LeadershipTechnical Support ExperienceConsumer-Financial Regulations KnowledgeSOP DevelopmentData Analysis with SQL
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Escalation ManagementPayment Rails FamiliarityAPI IntegrationsTicketing Platform ExperienceFraud InvestigationIdentity Verification WorkflowsSOP WritingData Tool ProficiencyTransaction Issue InvestigationRegulatory Compliance
Soft Skills
Clear CommunicationCalm Under PressureCoaching and DevelopmentFeedback ProvisionProblem-Solving
Tools & Technologies
ZendeskClaudeWebhook MonitoringInternal Admin ToolsData Analysis Tools
Industry Keywords
FintechPaymentsBNPLLendingBankingConsumer ProtectionReg EReg Z/TILAFCRAUDAAP
Tech Stack
Tools & technologiesRuby on RailsSQL
About the role
Key responsibilities & impact- Lead, hire, coach, and develop the Tier 2 Operations team; set schedules and coverage so escalations are worked within SLA.
- Own the Tier 2 escalation queue end to end, including intake standards, triage, prioritization, and routing to Risk, Payments, Trust & Safety, and other escalation teams.
- Own Tier 2 operating procedures and keep every SOP current, consistent, and audit-ready.
- Ensure Tier 2 work meets consumer-protection obligations, including proper rerouting of investigations, protection of shoppers’ account details, and strict PII handling.
- Identify escalation-volume patterns and drive fixes with Product, Engineering, and Payments; file and track defects until resolution.
- Provide feedback to support training and managers to improve agent knowledge and reduce mis-escalations.
- Report weekly and monthly on Tier 2 volume, resolution time, escalation drivers, and quality.
- Support complaint, audit, and regulatory responses with case-level evidence.
- Report to the Director of Insights in the Customer Experience department.
Requirements
What you’ll need- 3+ years in a people-leadership role (manager, supervisor, or team lead with direct reports) in a customer support or operations environment.
- 3+ years in technical support or escalations at a fintech company, such as payments, BNPL, lending, banking, or cards.
- Familiarity with payment rails (ACH, card networks, wire transfers), ledger systems, API integrations, and webhook monitoring.
- Hands-on experience investigating account, payment, and transaction issues in internal admin tools and a ticketing platform (Zendesk or similar).
- Working knowledge of consumer-financial regulations that affect support, such as Reg E, Reg Z/TILA, FCRA, and UDAAP.
- Demonstrated experience working with Claude or equivalent large language model tools is required; candidates must be comfortable leveraging AI to enhance productivity, research, and communication.
- Preferred: Experience with BNPL or installment-lending products, virtual cards, or P2P money movement.
- Preferred: Comfort with SQL or self-serve data tools to pull account and transaction data for investigations.
- Preferred: Experience with fraud, account-takeover, and identity-verification workflows.
- Preferred: A record of writing SOPs and knowledge-base content that frontline teams actually use.
- Preferred: Experience supporting regulatory exams, bank-partner audits, or complaint responses (CFPB, state AGs, BBB).
- Preferred: Clear, calm communicator who can explain technical root causes to agents, partners, and leadership.