Manager, Tier 2 Support

📋 Description

• Lead, hire, coach, and develop the T2 Operations team; set schedules and coverage so escalations
• Own the T2 escalation queue end to end: intake standards from frontline, triage, prioritization
• Own T2's operating procedures and keep every SOP current, consistent, and audit-ready.
• Make sure T2 work meets consumer-protection obligations: recognizing when an investigation needs to
• Find patterns in escalation volume and drive fixes with Product, Engineering, and Payments; file
• Provide feedback to support training and managers to enhance agent knowledge and avoid future

🎯 Requirements

• 3+ years in a people-leadership role (manager, supervisor, or team lead with direct reports) in a
• 3+ years in technical support or escalations at a fintech company, such as payments, BNPL, lending
• Familiarity with payment rails (ACH, card networks, wire transfers), ledger systems, API
• Hands-on experience investigating account, payment, and transaction issues in internal admin tools
• Working knowledge of consumer-financial regulations that affect support, such as Reg E, Reg Z/TILA
• Demonstrated experience working with Claude or equivalent large language model tools is required

🎁 Benefits

• At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box
• We believe in surrounding ourselves with only the best and the brightest individuals
• Our culture is not defined by a certain set of perks designed to give the illusion of the