Manager, Tier 2 Support

Sezzle

. Lead, hire, coach, and develop the Tier 2 Operations team; set schedules and coverage so escalations are worked within SLA .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing operations teams within a fintech environment, ensuring compliance with consumer-financial regulations and effective escalation management. Proficient in utilizing data tools for investigations and maintaining operational standards through comprehensive SOPs.

Highest-signal resume keywords

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Escalation ManagementPayment Rails FamiliarityAPI IntegrationsFraud InvestigationIdentity Verification WorkflowsSOP WritingData AnalysisTechnical Issue InvestigationConsumer Protection ComplianceRegulatory Response Support

Soft Skills

Clear CommunicationCoachingFeedback ProvisionProblem SolvingTeam Development

Tools & Technologies

ZendeskClaudeInternal Admin ToolsTicketing PlatformsSelf-Serve Data Tools

Industry Keywords

FintechPaymentsBNPLLendingBankingConsumer ProtectionReg EReg Z/TILAFCRAUDAAP

Tech Stack

Tools & technologies

Ruby 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
Find 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

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
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 communication skills for explaining technical root causes to agents, partners, and leadership

Benefits

Comp & perks

Career advancement prospects
Fast-paced, rapidly growing team environment