Manager, Tier 2 Support

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

📋 Description

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

• Take ownership of the Tier 2 escalation queue from start to finish, encompassing intake standards, triage, prioritization, and routing to Risk, Payments, Trust & Safety, and other escalation teams.

• Develop and sustain current, consistent, and audit-ready Tier 2 operating procedures.

• Ensure that Tier 2 operations comply with consumer-protection requirements, including appropriate investigation routing, safeguarding shoppers’ account information, and stringent PII management.

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

• Offer insights to support training and management to enhance agent knowledge and minimize mis-escalations.

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

• Assist in addressing complaints, audits, and regulatory inquiries with case-level evidence.

⛳️ 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 of experience 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 platform (like Zendesk or similar).

• Familiarity with consumer-financial regulations impacting support, such as Reg E, Reg Z/TILA, FCRA, and UDAAP.

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

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

• Proficiency in SQL or self-service data tools is preferred.

• Familiarity with fraud, account takeover, and identity verification processes is preferred.

• Experience in creating SOPs and knowledge base content is preferred.

• Background in supporting regulatory examinations, bank-partner audits, or handling complaint responses is preferred.

• Excellent, calm communication skills with the ability to articulate technical root causes to agents, partners, and leadership are preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and the possibility of remote work.

• An inclusive and collaborative work culture.