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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 operations teams while ensuring compliance with consumer-financial regulations. Proficient in handling escalations, analyzing trends, and collaborating with cross-functional teams to enhance operational efficiency.
Highest-signal resume keywords
People LeadershipTechnical Support ExperienceConsumer-Financial Regulations KnowledgeEscalation ManagementAI Tool Utilization
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 SupportConsumer-Financial RegulationsIssue InvestigationData Analysis
Soft Skills
CoachingCommunicationProblem-SolvingFeedback Provision
Tools & Technologies
ZendeskInternal Admin ToolsClaudeAPI IntegrationsWebhook Monitoring
Industry Keywords
FintechPaymentsBNPLLendingBanking
Tech Stack
Tools & technologiesRuby on Rails
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 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.
- 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.
- 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.