Manager, Tier 2 Support

Role overview Lead a Tier 2 support team that handles complex shopper issues escalated from frontline service, including account access, identity checks, payment investigations, and transaction reversals. You will own the escalation operation from intake through resolution, while improving decision quality, protecting sensitive information, and working with partner teams to reduce recurring issues.

Responsibilities - Hire, coach, and develop team members, and plan schedules and coverage to meet service targets. - Manage the escalation queue, including intake standards, triage, prioritization, and routing to specialist teams. - Maintain clear, current operating procedures that support consistent, reviewable decisions. - Ensure investigations follow consumer-protection obligations and safeguard personal and account information across support systems and AI tools. - Analyze escalation trends and coordinate with product, engineering, and payments teams to track underlying defects through resolution. - Report on case volume, resolution times, drivers, and quality; provide evidence for complaints, audits, and regulatory inquiries. - Share feedback with frontline support leaders to improve training and prevent avoidable escalations.

Requirements - At least three years in a people-leadership role with direct reports in customer support or operations. - At least three years handling technical support or escalations in a financial services environment such as payments, lending, banking, or cards. - Familiarity with payment rails, ledger systems, API integrations, and webhook monitoring. - Hands-on experience investigating account and transaction problems using internal tools and a ticketing platform. - Working knowledge of relevant consumer-finance rules, including Regulation E, Regulation Z/TILA, FCRA, and UDAAP. - Experience using an AI assistant or equivalent large language model tool to support productivity, research, or communication.

Nice to have - Experience with installment lending, virtual cards, or peer-to-peer payments. - SQL or self-service data skills; familiarity with fraud, account takeover, and identity verification workflows. - Experience writing practical operating procedures or support knowledge-base content. - Involvement in regulatory examinations, partner audits, or complaint responses. - Calm, clear communication with agents, partners, and senior stakeholders.

Benefits and work setup - Remote, full-time role. - Listed gross compensation is $2,500–$3,000 USD per month, depending on location and experience.