Manager, Tier 2 Support

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

📋 Description

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

• Manage the Tier 2 escalation queue from start to finish, including setting intake standards, triage, prioritization, and routing to teams such as Risk, Payments, Trust & Safety, and other escalation units.

• Oversee Tier 2 operating procedures, ensuring that all SOPs are up-to-date, consistent, and ready for audits.

• Ensure that Tier 2 operations comply with consumer protection regulations, including appropriate rerouting of investigations, safeguarding shoppers' account information, and adhering to strict PII handling protocols.

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

• Provide constructive feedback to support training initiatives and managers to enhance agent expertise and minimize mis-escalations.

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

• Assist with complaints, audits, and regulatory inquiries by providing case-level 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 at a fintech organization, such as in payments, BNPL, lending, banking, or cards.

• Familiarity with 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 administrative tools and a ticketing platform (like Zendesk or similar).

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

• Proven experience using Claude or comparable large language model tools is essential.

• Background in BNPL or installment lending products, virtual cards, or P2P money transfer systems.

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

• Experience with fraud prevention, account takeover, and identity verification processes.

• A history of creating SOPs and knowledge-base content that is practical for frontline teams.

• Experience in supporting regulatory examinations, bank-partner audits, or complaint responses (CFPB, state AGs, BBB).

• Strong and composed communication skills for articulating technical root causes to agents, partners, and leadership.

🏝️ Benefits

• Opportunities for career advancement.

• Dynamic and rapidly expanding team environment.