Manager, Tier 2 Support

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

📋 Description

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

• Manage the T2 escalation queue from start to finish: intake standards from frontline, triage, prioritization, and routing to Risk, Payments, Trust & Safety, and other escalation teams.

• Oversee T2 operating procedures, ensuring all SOPs are current, consistent, and ready for audits.

• Ensure T2 operations comply with consumer-protection obligations, including the accurate rerouting of investigations, safeguarding shopper account details, and strict handling of PII in tickets, Slack, and AI tools.

• Analyze patterns in escalation volume and collaborate with Product, Engineering, and Payments to implement solutions; log and track defects until resolution.

• Provide constructive feedback to support training and managers to improve agent expertise and prevent future mis-escalations.

• Deliver weekly and monthly reports on T2 volume, resolution times, escalation triggers, and quality; assist in addressing complaints, audits, and regulatory inquiries with case-level evidence.

⛳️ Requirements

• A minimum of 3 years in a people-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 within a fintech organization, including areas such as payments, BNPL, lending, banking, or 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 platform (like Zendesk or similar).

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

• Proven experience with Claude or similar large language model tools; candidates should be adept at utilizing AI to boost productivity, research, and communication.

• Familiarity with BNPL or installment-lending products, virtual cards, or P2P money movement.

• Proficiency in SQL or self-service data tools to retrieve account and transaction data for investigations.

• Experience with fraud management, account-takeover prevention, and identity-verification workflows.

• A history of drafting SOPs and knowledge-base content that frontline teams find practical and useful.

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

• Effective and composed communicator capable of explaining technical root causes to agents, partners, and leadership.

🏝️ Benefits

• Fast-paced, rapidly expanding team with numerous opportunities for career growth.