Manager, Tier 2 Support

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Lead, recruit, mentor, and cultivate the T2 Operations team; establish schedules and coverage to ensure escalations are managed within SLA.

• Manage the T2 escalation queue comprehensively: set intake standards from frontline staff, triage, prioritize, and route issues to Risk, Payments, Trust & Safety, and other escalation teams.

• Oversee T2 operating procedures and maintain all SOPs to be current, consistent, and ready for audits.

• Ensure that T2 operations comply with consumer protection requirements, including appropriate rerouting of investigations, safeguarding shoppers’ account information, and stringent handling of PII.

• Identify trends in escalation volumes and collaborate with Product, Engineering, and Payments to implement solutions; document and monitor defects until resolved.

• Provide insights to enhance training and managerial support, increasing agent knowledge and reducing future mis-escalations.

• Deliver weekly and monthly reports on T2 metrics, resolution times, escalation causes, and quality; assist in complaint, audit, and regulatory responses with detailed case evidence.

• Report to the Director of Insights within the Customer Experience department.

⛳️ Requirements

• Minimum of 3 years in a leadership role (manager, supervisor, or team lead with direct reports) within a customer support or operations setting.

• At least 3 years of experience in technical support or escalations at a fintech organization, such as in payments, BNPL, lending, banking, or credit cards.

• Knowledge of payment systems (ACH, card networks, wire transfers), ledger systems, API integrations, and webhook monitoring.

• Practical experience in investigating account, payment, and transaction issues using internal admin tools and a ticketing system (like Zendesk or similar).

• Understanding of consumer financial regulations impacting support, including Reg E, Reg Z/TILA, FCRA, and UDAAP.

• Proven experience utilizing Claude or equivalent large language model tools is essential; candidates must be adept at using AI to enhance productivity, research, and communication.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and career advancement.