Manager, Tier 2 Support

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

📋 Description

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

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

• Oversee T2 operating procedures and ensure all SOPs are up-to-date, consistent, and ready for audits.

• Guarantee that T2 work complies with consumer protection requirements, including appropriate rerouting of investigations, safeguarding shopper account details, and adhering to strict PII handling protocols.

• Identify trends in escalation volume and collaborate with Product, Engineering, and Payments to implement solutions; document and track defects until they are resolved.

• Offer constructive feedback to support training and management efforts to improve agent knowledge and prevent future mis-escalations.

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

⛳️ Requirements

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

• 3+ years of experience in technical support or escalations in a fintech environment, including payments, BNPL, lending, banking, or cards.

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

• Practical experience investigating account, payment, and transaction issues using internal admin tools and a ticketing system (such as 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; candidates should be adept at using AI to boost productivity, research, and communication.

• Preferred: Experience with BNPL or installment-lending products, virtual cards, or P2P money transfers.

• Preferred: Proficiency in SQL or self-service data tools for retrieving account and transaction data for investigations.

• Preferred: Background in fraud, account takeover, and identity verification processes.

• Preferred: A history of creating SOPs and knowledge-base content that is effectively utilized by frontline teams.

• Preferred: Experience in supporting regulatory examinations, partner bank audits, or responding to complaints (CFPB, state AGs, BBB).

• Preferred: A clear and composed communicator capable of explaining technical root causes to agents, partners, and leadership.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and career advancement.

• Engaging company culture and team-oriented environment.