Manager, Tier 2 Support

Job not on LinkedIn

🔥 1 hour ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sezzle

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

💳 Fintech

👥 B2C

🛍️ eCommerce

Fintech • B2C • eCommerce

Sezzle is a financial technology company that offers a "buy now, pay later" service, allowing consumers to purchase products and pay for them in four interest-free installments over six weeks. The Sezzle app provides users with a flexible financing alternative to traditional credit cards, enabling instant approval decisions without impacting credit scores. Sezzle partners with various top brands, including Amazon, Walmart, and Target, to offer in-app and in-store payment options. The company's mission is to empower consumers financially by providing more financial freedom and control. It is available as a mobile app, with millions of downloads and high user ratings, and works towards accessibility and inclusion on its platform.

📋 Description

• Lead, hire, coach, and develop the Tier 2 Operations team; set schedules and coverage so escalations are worked within SLA. • Own the Tier 2 escalation queue end to end, including intake standards, triage, prioritization, and routing to Risk, Payments, Trust & Safety, and other escalation teams. • Own Tier 2 operating procedures and keep every SOP current, consistent, and audit-ready. • Ensure Tier 2 work meets consumer-protection obligations, including proper rerouting of investigations, protection of shoppers’ account details, and strict PII handling. • Identify escalation-volume patterns and drive fixes with Product, Engineering, and Payments; file and track defects until resolution. • Provide feedback to support training and managers to improve agent knowledge and reduce mis-escalations. • Report weekly and monthly on Tier 2 volume, resolution time, escalation drivers, and quality. • Support complaint, audit, and regulatory responses with case-level evidence. • Report to the Director of Insights in the Customer Experience department.

🎯 Requirements

• 3+ years in a people-leadership role (manager, supervisor, or team lead with direct reports) 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; candidates must be comfortable leveraging AI to enhance productivity, research, and communication. • Preferred: Experience with BNPL or installment-lending products, virtual cards, or P2P money movement. • Preferred: Comfort with SQL or self-serve data tools to pull account and transaction data for investigations. • Preferred: Experience with fraud, account-takeover, and identity-verification workflows. • Preferred: A record of writing SOPs and knowledge-base content that frontline teams actually use. • Preferred: Experience supporting regulatory exams, bank-partner audits, or complaint responses (CFPB, state AGs, BBB). • Preferred: Clear, calm communicator who can explain technical root causes to agents, partners, and leadership.

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