Tier 2 Support Manager — Fintech Escalations Lead

Sezzle; Comisión de Fomento de Perú; Remote; ARS 139,018,000 - 185,357,000; Full time

Job summary

Sezzle is building an innovative team to redefine the shopping experience through fintech-driven solutions. We are seeking a Manager, Tier 2 Support to lead the escalation team, ensuring fast, accurate resolutions and defensible decisions for auditors and partners.

You will own end-to-end escalation processes, SOPs, and cross-functional collaboration with Product, Risk, and Payments. The role emphasizes data-driven improvements and strong leadership under fast-paced growth.

Qualifications

• 3+ years in people leadership in a customer support/operations role.
• 3+ years in technical support/escalations at a fintech company (payments, BNPL, lending, banking, or cards).
• Familiarity with payment rails, ledger systems, API integrations, and webhook monitoring.
• Hands-on experience with investigating account/payment/transaction issues in admin tools/ticketing platforms.
• Knowledge of consumer-financial regulations (Reg E, Reg Z/TILA, FCRA, UDAAP).
• Experience with Claude or equivalent LLM tools for productivity, research, and communication.

Responsibilities

• Lead and develop the Tier 2 Operations team and set schedules to cover escalations within SLA.
• Own the T2 escalation queue end-to-end from intake to routing to Risk, Payments, and Trust & Safety.
• Maintain SOPs to ensure they are current, consistent and audit-ready.
• Ensure compliance with consumer-protection rules and proper handling of PII in tickets and tools.
• Identify escalation patterns and drive fixes with Product, Engineering, and Payments.
• Provide training feedback to reduce mis-escalations and improve knowledge.
• Report on T2 volume, resolution time, escalation drivers, and quality.

Skills

People leadership

Fintech payments

AI tools (Claude)

Regulatory knowledge

Zendesk

SLA management

SQL basics

Tools

Zendesk or similar

Job description

Sezzle is building an innovative team to redefine the shopping experience through fintech-driven solutions. We are seeking a Manager, Tier 2 Support to lead the escalation team, ensuring fast, accurate resolutions and defensible decisions for auditors and partners.

You will own end-to-end escalation processes, SOPs, and cross-functional collaboration with Product, Risk, and Payments. The role emphasizes data-driven improvements and strong leadership under fast-paced growth.