Manager, Tier 2 Support

Role overview Lead a Tier 2 support team that investigates complex shopper issues escalated from frontline support, including account access, identity checks, payment concerns, and transaction reversals. The role combines people leadership and queue ownership with careful, well-documented decisions and cross-functional work to reduce recurring escalations.

Responsibilities - Hire, coach, and develop support specialists; plan coverage to meet response and resolution targets. - Manage escalations from intake and triage through prioritization, investigation, and routing to appropriate partner teams. - Maintain clear, consistent operating procedures and ensure case records are suitable for audits and complaint reviews. - Apply privacy and consumer-protection practices, including secure handling of personal information and appropriate case referrals. - Identify recurring issues and coordinate fixes with product, engineering, payments, risk, and safety teams. - Track team volume, resolution times, quality, and escalation drivers; use findings to improve training and frontline handoffs.

Requirements - At least 3 years leading people in customer support or operations, with direct reports. - At least 3 years in technical support or escalations within financial services, payments, lending, banking, or a related area. - Familiarity with payment rails, ledgers, APIs, and webhook monitoring. - Experience investigating account and transaction issues using internal tools and a ticketing system. - Working knowledge of consumer finance rules such as Reg E, Reg Z/TILA, FCRA, and UDAAP. - Practical experience using a large language model assistant to support research, productivity, or communication.

Nice to have - Background in installment lending, virtual cards, or peer-to-peer payments; experience with fraud, account takeover, or identity verification. - Ability to use SQL or self-service data tools, and experience writing useful procedures or knowledge-base content. - Experience supporting regulatory reviews, bank-partner audits, or formal complaint responses.

Benefits and work setup The position is described as full-time and remote.