Remote Tier 2 Support Manager - Fintech Escalations

Sezzle; Santiago; Remote; CLP 27,380,000 - 32,856,000; Full time

Job summary

Sezzle seeks a Manager, Tier 2 Support to lead the escalation team handling account access, identity verification, and payment investigations. You will work with Product, Risk, Payments, and Trust & Safety to improve processes and reduce escalations.

You will hire, coach, and schedule the T2 team, maintain audit-ready SOPs, and ensure compliance with consumer protection and data privacy. This role reports to the Director of Insights in Customer Experience.

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 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; comfortable leveraging AI.

Responsibilities

• 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's operating procedures and keep SOPs current, consistent, and audit-ready.
• Ensure T2 work meets consumer-protection obligations: no disclosure of other shoppers' account details; strict PII handling.
• Find patterns in escalation volume and drive fixes with Product, Engineering, and Payments; track defects until resolved.
• Provide feedback to support training and managers to enhance agent knowledge and avoid mis-escalations.
• Report weekly and monthly on T2 volume, resolution time, escalation drivers, and quality; support regulatory responses with case-level evidence.

Skills

People leadership

Fintech experience

AI tools familiarity

Attention to detail

Tools

Zendesk

SQL

Job description

Sezzle seeks a Manager, Tier 2 Support to lead the escalation team handling account access, identity verification, and payment investigations. You will work with Product, Risk, Payments, and Trust & Safety to improve processes and reduce escalations.

You will hire, coach, and schedule the T2 team, maintain audit-ready SOPs, and ensure compliance with consumer protection and data privacy. This role reports to the Director of Insights in Customer Experience.