Tier 2 Support Manager – Fintech Escalations Lead

Sezzle; Buenos Aires; On-site; ARS 43,203,000 - 51,843,000; Full time

Job summary

Sezzle is seeking a Manager, Tier 2 Support in Buenos Aires to lead the T2 team, resolve escalations, and drive continuous improvement. You will hire, coach, and schedule work to meet SLA while applying AI tools to boost productivity and accuracy.

Ideal candidates have 3+ years of people leadership in fintech support, knowledge of payment rails, APIs, Zendesk, and regulatory awareness. You will partner with Product, Risk, and Trust & Safety to root out causes and prevent recurrences.

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) and ledger systems.
• Hands-on experience with investigating account, payment, and transaction issues in internal tools and ticketing platforms (Zendesk or similar).
• Knowledge of consumer-financial regulations affecting support (Reg E, Reg Z/TILA, FCRA, UDAAP).
• Experience with Claude or similar large language model tools to boost productivity and communication.

Responsibilities

• Lead and develop the T2 Operations team; set schedules and coverage to meet SLA.
• Own the T2 escalation queue end to end: intake, triage, prioritization, routing to Risk/Payments/Trust & Safety.
• Maintain SOPs to be current, consistent, and audit-ready.
• Ensure investigations respect consumer protection and data privacy obligations.
• Identify escalation patterns and drive fixes with Product, Engineering, and Payments.
• Provide training feedback to prevent mis-escalations.
• Report weekly/monthly on T2 metrics and support regulatory responses with case-level evidence.

Skills

People leadership

Fintech experience

Payment rails knowledge

Zendesk experience

Regulatory knowledge

AI tools (Claude)

Communication

Tools

Zendesk

APIs

Webhooks

Job description

Sezzle is seeking a Manager, Tier 2 Support in Buenos Aires to lead the T2 team, resolve escalations, and drive continuous improvement. You will hire, coach, and schedule work to meet SLA while applying AI tools to boost productivity and accuracy.

Ideal candidates have 3+ years of people leadership in fintech support, knowledge of payment rails, APIs, Zendesk, and regulatory awareness. You will partner with Product, Risk, and Trust & Safety to root out causes and prevent recurrences.