Manager, Tier 2 Support
Core
Lead and manage the Tier 2 Support team responsible for investigating and resolving escalated shopper issues including account access, identity verification, payment method investigations, and transaction reversals.
Role type
Senior IC people manager (Tier 2 Support)
Builds
Escalation resolution workflows and audit-ready documentation for consumer protection and regulatory compliance
Domain
Fintech / Consumer Finance / Payments
Required skills
People leadership, Tier 2 escalation management, Payment rail knowledge (ACH, cards, wires), Ledger systems, API integrations, Webhook monitoring, Consumer financial regulations (Reg E, Reg Z/TILA, FCRA, UDAAP), AI tool proficiency (Claude/LLMs), Ticketing platforms (Zendesk)
Preferred skills
BNPL/Installment lending, Virtual cards, P2P money movement, SQL, Fraud/Account takeover workflows, SOP creation, Regulatory exam support
Technologies
Zendesk, Claude, SQL, ACH, Card networks, Wire transfers, Webhooks
Responsibilities
Lead, hire, coach, and develop the T2 Operations team; Own the T2 escalation queue end to end; Maintain operating procedures and SOPs; Ensure compliance with consumer-protection obligations; Identify patterns in escalation volume and drive fixes with Product and Engineering; Report on T2 volume, resolution time, and quality metrics.
Seniority
Manager, direct reports
