Manager, Tier 2 Support

Sezzle

. Lead, hire, coach, and develop the T2 Operations team; set schedules and coverage so escalations are worked within SLA.

Posted 11/2/2026full-timeRemote • ChileMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing and developing operations teams while ensuring compliance with consumer-financial regulations. Proficient in technical support processes, escalation management, and leveraging AI tools to enhance operational efficiency.

Highest-signal resume keywords

People LeadershipTechnical Support ExperienceConsumer-Financial Regulations KnowledgeSOP DevelopmentData Analysis with SQL

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Escalation ManagementTechnical SupportSOP WritingFraud InvestigationAccount VerificationPayment Rails FamiliarityAPI IntegrationWebhook MonitoringData AnalysisConsumer-Protection Compliance

Soft Skills

Clear CommunicationCalm Under PressureCoaching and MentoringFeedback ProvisionProblem-Solving

Tools & Technologies

ZendeskClaudeAI ToolsInternal Admin ToolsTicketing Platforms

Industry Keywords

FintechPaymentsBNPLLendingBankingReg EReg Z/TILAFCRAUDAAPP2P Money Movement

Tech Stack

Tools & technologies

Ruby on RailsSQL

About the role

Key responsibilities & impact

Lead, hire, coach, and develop the T2 Operations team; set schedules and coverage so escalations are worked within SLA.
Own the T2 escalation queue end to end: intake standards from frontline, triage, prioritization, and routing paths to Risk, Payments, Trust & Safety, and other escalation teams.
Own T2 operating procedures and keep every SOP current, consistent, and audit-ready.
Ensure T2 work meets consumer-protection obligations, including proper rerouting of investigations, protection of shoppers’ account details, and strict PII handling in tickets, Slack, and AI tools.
Find patterns in escalation volume and drive fixes with Product, Engineering, and Payments; file and track defects until resolved.
Provide feedback to support training and managers to enhance agent knowledge and avoid future mis-escalations.
Report weekly and monthly on T2 volume, resolution time, escalation drivers, and quality; support complaint, audit, and regulatory responses with case-level evidence.

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.
Experience with BNPL or installment-lending products, virtual cards, or P2P money movement.
Comfort with SQL or self-serve data tools to pull account and transaction data for investigations.
Experience with fraud, account-takeover, and identity-verification workflows.
A record of writing SOPs and knowledge-base content that frontline teams actually use.
Experience supporting regulatory exams, bank-partner audits, or complaint responses (CFPB, state AGs, BBB).
Clear, calm communicator who can explain technical root causes to agents, partners, and leadership.

Benefits

Comp & perks

Fast-paced, rapidly growing team with abundant prospects for career advancement