Tier 2 Support Manager - Fintech Escalations

Sezzle; Bogotá; Hybrid; COP 191,834,000 - 287,751,000; Full time

Job summary

Sezzle is seeking a dynamic Manager, Tier 2 Support to lead the escalation team, ensure fast, defensible decisions, and reduce escalations by identifying root causes with Product, Risk, and Engineering. The role reports to the Director of Insights in Customer Experience.

You will shape SOPs, ensure customer privacy, and drive efficiency in a fast-growing environment while leveraging AI tools to boost productivity and insights.

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).
• 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 affecting support (Reg E, Reg Z/TILA, FCRA, UDAAP).
• Experience with Claude or equivalent large language model tools to enhance productivity and communication.

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 standards, triage, prioritization, routing to Risk, Payments, Trust & Safety, etc.

Skills

People leadership

Fintech support

Payment rails familiarity

Zendesk/ticketing

Regulatory knowledge

AI/Claude experience

Tools

Zendesk

SQL

Job description

Sezzle is seeking a dynamic Manager, Tier 2 Support to lead the escalation team, ensure fast, defensible decisions, and reduce escalations by identifying root causes with Product, Risk, and Engineering. The role reports to the Director of Insights in Customer Experience.

You will shape SOPs, ensure customer privacy, and drive efficiency in a fast-growing environment while leveraging AI tools to boost productivity and insights.