Tier 2 Support Manager: Escalations & Impact Leader

Sezzle; Chile; Remote; CLP 79,523,000 - 109,344,000; Full time

Job summary

Sezzle is seeking a Manager, Tier 2 Support to lead the Tier 2 Operations team, owning escalations from intake to routing and ensuring audit-ready procedures. You will drive improvements with cross-functional partners in Product, Risk, and Payments while upholding consumer protections and data privacy.

The role requires 3+ years in leadership and fintech escalation, experience with Zendesk, and familiarity with Reg E/Z/TILA, FCRA, UDAAP, plus hands-on AI collaboration.

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 API integrations.
• Hands-on investigations in internal admin tools and a ticketing platform (Zendesk or similar).
• Working knowledge of consumer-financial regulations (Reg E, Reg Z/TILA, FCRA, UDAAP).
• Experience using Claude or similar large language model tools to boost productivity.

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, triage, prioritization, and routing.
• Own T2 operating procedures and keep SOPs current, audit-ready.
• Ensure compliance with consumer-protection obligations and proper handling of PII in tickets, Slack, and AI tools.
• 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, escalation drivers, and quality.

Skills

People leadership

Technical support

Payment rails

Investigations

Regulatory knowledge

AI tools

Tools

Zendesk

Job description

Sezzle is seeking a Manager, Tier 2 Support to lead the Tier 2 Operations team, owning escalations from intake to routing and ensuring audit-ready procedures. You will drive improvements with cross-functional partners in Product, Risk, and Payments while upholding consumer protections and data privacy.

The role requires 3+ years in leadership and fintech escalation, experience with Zendesk, and familiarity with Reg E/Z/TILA, FCRA, UDAAP, plus hands-on AI collaboration.