Remote Tier-2 Support Manager - Fintech Escalations

Sezzle; Puerto Bogotá; A distancia; COP 90.534.000 - 108.641.000; Jornada completa

Descripción de la vacante

Sezzle seeks a Manager, Tier 2 Support to lead the escalation team in a fast-growing fintech environment. You will drive end-to-end escalation handling, ensure audit-ready SOPs, and maintain strict PII controls across tools and communications.

You will partner with Product, Risk, and Engineering to detect patterns, reduce escalations, and deliver training to frontline teams, while reporting on volume, resolution times, and quality metrics.

Formación

• 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.
• 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; candidates must be comfortable leveraging AI to enhance productivity, research, and communication.

Responsabilidades

• 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 the routing paths to Risk, Payments, Trust & Safety, and other escalation teams.
• Own T2's operating procedures and keep every SOP current, consistent, and audit-ready.
• Make sure T2 work meets consumer-protection obligations: recognizing when an investigation needs to be rerouted for proper handling, no disclosure of other shoppers' account details, and strict PII handling in tickets, Slack, and AI tools.
• Find patterns in escalation volume and drive fixes with Product, Engineering, and Payments; file and track defects until they are resolved.
• Provide feedback to support training and managers to enhance agent knowledge and avoid future mis-escalations
• Report weekly and monthly on T2 volume, resolution time, escalation drivers, and quality, and support complaint, audit, and regulatoryresponses with case-level evidence.

Conocimientos

People leadership

Fintech experience

Payment rails

Zendesk

Regulatory knowledge

AI tools (Claude)

Herramientas

Zendesk

APIs

Descripción del empleo

Sezzle seeks a Manager, Tier 2 Support to lead the escalation team in a fast-growing fintech environment. You will drive end-to-end escalation handling, ensure audit-ready SOPs, and maintain strict PII controls across tools and communications.

You will partner with Product, Risk, and Engineering to detect patterns, reduce escalations, and deliver training to frontline teams, while reporting on volume, resolution times, and quality metrics.