Manager, Tier 2 Support

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

📋 Description

• Lead, recruit, mentor, and enhance the Tier 2 Operations team; establish schedules and coverage to ensure escalations are managed within SLA.

• Manage the Tier 2 escalation queue from start to finish, which includes setting intake standards, triage, prioritization, and directing cases to Risk, Payments, Trust & Safety, and other escalation teams.

• Maintain Tier 2 operating procedures and ensure all SOPs are up-to-date, consistent, and ready for audits.

• Guarantee that Tier 2 operations comply with consumer protection standards, including the appropriate rerouting of investigations, safeguarding shoppers’ account information, and stringent PII management.

• Analyze escalation volume trends and collaborate with Product, Engineering, and Payments to implement solutions; log and monitor defects until they are resolved.

• Offer constructive feedback to support training and management to enhance agent expertise and minimize mis-escalations.

• Provide weekly and monthly reports on Tier 2 activity, resolution times, escalation causes, and quality metrics.

• Assist with complaint handling, audits, and regulatory inquiries by providing case-level documentation.

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

⛳️ Requirements

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

• More than 3 years in technical support or escalations at a fintech organization, 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 system (like Zendesk or similar).

• Familiarity with consumer financial regulations that impact support, including Reg E, Reg Z/TILA, FCRA, and UDAAP.

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

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

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

• Preferred: Experience with fraud detection, account takeover, and identity verification processes.

• Preferred: A history of creating SOPs and knowledge base articles that are effectively utilized by frontline teams.

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

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

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous vacation and paid time off policy.

• Opportunities for professional development and career advancement.

• Flexible work arrangements, including remote work options.