Remote Tier 2 Support Manager - Fintech Escalations

Sezzle; Argentina; Remote; ARS 123,571,000 - 169,910,000; Full time

Job summary

Sezzle is seeking a talented Manager, Tier 2 Support to lead the escalation layer for shopper issues that frontline support cannot resolve. You will drive fast, accurate resolutions, document decisions for auditors and regulators, and reduce escalations by addressing root causes with Product, Risk, Payments, and Trust & Safety.

You will build and guide a high-performing T2 team, establish SOPs, and ensure compliance with consumer protection obligations while leveraging AI tools to boost

Qualifications

• 3+ years in a people‑leadership role in a customer support or operations environment.
• 3+ years in technical support or escalations at a fintech company (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 (Reg E, Reg Z/TILA, FCRA, and UDAAP).
• Demonstrated experience working with Claude or equivalent large language model tools to enhance productivity, research, and communication.

Responsibilities

• Lead, hire, coach, and develop the T2 Operations team; set schedules and coverage to meet SLA.
• Own the T2 escalation queue end to end: intake standards, triage, prioritization, routing to Risk/Payments/Trust & Safety.
• Own T2's operating procedures and keep SOPs current, audit-ready.
• Ensure compliance with consumer‑protection obligations in investigations and data handling.
• Identify escalation patterns and drive fixes with Product, Engineering, and Payments.
• Provide feedback to training and management to reduce mis‑escalations.
• Report weekly and monthly on T2 volume, resolution time, and quality metrics.

Skills

People leadership

Customer support

Fintech payments

Investigations

Regulatory knowledge

AI tooling (Claude)

Tools

Zendesk

SQL

Job description

Sezzle is seeking a talented Manager, Tier 2 Support to lead the escalation layer for shopper issues that frontline support cannot resolve. You will drive fast, accurate resolutions, document decisions for auditors and regulators, and reduce escalations by addressing root causes with Product, Risk, Payments, and Trust & Safety.

You will build and guide a high-performing T2 team, establish SOPs, and ensure compliance with consumer protection obligations while leveraging AI tools to boost