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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 and developing a Tier 2 Operations team while ensuring compliance with consumer-protection regulations and effective escalation management. Proficient in utilizing technical support tools and methodologies to enhance operational efficiency and drive resolution of complex issues.
Highest-signal resume keywords
People LeadershipTechnical Support ExperienceConsumer-Financial Regulations KnowledgeSOP WritingData 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 ManagementTechnical SupportSOP WritingData AnalysisFraud InvestigationPayment Rails FamiliarityAPI IntegrationWebhook MonitoringConsumer-Protection ComplianceIdentity Verification Workflows
Soft Skills
Clear CommunicationCalm Under PressureCoaching and DevelopmentFeedback ProvisionProblem-Solving
Tools & Technologies
ZendeskClaudeInternal Admin ToolsTicketing PlatformsSelf-Serve Data Tools
Industry Keywords
FintechPaymentsBNPLLendingBankingReg EReg Z/TILAFCRAUDAAPP2P Money Movement
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 and maintain current, consistent, audit-ready Tier 2 operating procedures.
- Ensure Tier 2 work meets consumer-protection obligations, including proper investigation routing, protection of shoppers’ account details, and strict PII handling.
- Identify escalation patterns and drive fixes with Product, Engineering, and Payments; file and track defects through 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; 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 preferred.
- Comfort with SQL or self-serve data tools preferred.
- Experience with fraud, account-takeover, and identity-verification workflows preferred.
- Experience writing SOPs and knowledge-base content preferred.
- Experience supporting regulatory exams, bank-partner audits, or complaint responses preferred.
- Clear, calm communication and ability to explain technical root causes to agents, partners, and leadership preferred.