Manager, Tier 2 Support

Sezzle

2d • Remote

About The Position

Sezzle is seeking a Manager, Tier 2 Support to lead its Tier 2 Support team, which investigates and resolves escalated shopper issues that frontline Support cannot resolve. These include account access and identity verification, payment method and multiple-charge investigations, Payment Streaks tier reinstatements, and Sezzle Send reversals. The role reports to the Director of Insights in the Customer Experience department.

The manager is accountable for fast, accurate escalation resolution; documented and defensible decisions suitable for auditors, regulators, and Sezzle’s bank partner; and reducing escalations over time by identifying root causes and working with Product, Risk, Payments, and Trust & Safety to address them. The position is part of a fast-paced, rapidly growing team with prospects for career advancement.

Requirements

• At least 3 years in a people-leadership role with direct reports, such as manager, supervisor, or team lead, in a customer support or operations environment.
• At least 3 years in technical support or escalations at a fintech company, such as payments, BNPL, lending, banking, or cards.
• Familiarity with payment rails, including ACH, card networks, and wire transfers; ledger systems; API integrations; and webhook monitoring.
• Hands-on experience investigating account, payment, and transaction issues using internal admin tools and a ticketing platform such as Zendesk or similar.
• Working knowledge of consumer-financial regulations affecting support, such as Reg E, Reg Z/TILA, FCRA, and UDAAP.
• Demonstrated experience with Claude or equivalent large language model tools, and comfort using AI to enhance productivity, research, and communication.

Nice To Haves

• Experience with BNPL or installment-lending products, virtual cards, or P2P money movement.
• Comfort with SQL or self-serve data tools for retrieving account and transaction data during investigations.
• Experience with fraud, account-takeover, and identity-verification workflows.
• A record of writing SOPs and knowledge-base content that frontline teams use.
• Experience supporting regulatory exams, bank-partner audits, or complaint responses involving the CFPB, state AGs, or BBB.
• Clear, calm communication skills, including the ability to explain technical root causes to agents, partners, and leadership.

Responsibilities

• Lead, hire, coach, and develop the Tier 2 Operations team, and set schedules and coverage to ensure escalations are handled within SLA.
• Own the Tier 2 escalation queue, including frontline intake standards, triage, prioritization, and routing to Risk, Payments, Trust & Safety, and other escalation teams.
• Own Tier 2 operating procedures and keep SOPs current, consistent, and audit-ready.
• Ensure Tier 2 work meets consumer-protection obligations, including appropriate rerouting of investigations, protecting other shoppers’ account details, and strict PII handling in tickets, Slack, and AI tools.
• Identify patterns in escalation volume and drive fixes with Product, Engineering, and Payments; file and track defects through resolution.
• Provide feedback to support training and managers to improve agent knowledge and prevent future mis-escalations.
• Report weekly and monthly on Tier 2 volume, resolution time, escalation drivers, and quality.
• Support complaint, audit, and regulatory responses with case-level evidence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed