--- title: 'Manager, Tier 2 Support at Sezzle' canonical: 'https://feeny.ai/job/manager-tier-2-support-sezzle-bogota-mkttkn653qs4' type: 'job' last_seen: '2026-11-09' --- # Manager, Tier 2 Support at Sezzle - **Company:** Sezzle - **Location:** Bogota, Colombia - **Posted:** 2026-11-02 - **Last confirmed live:** 2026-11-09 - **Apply:** https://job-boards.greenhouse.io/sezzle/jobs/8054514003 ## Job description Manager, Tier 2 Support About Sezzle: With a mission to financially empower the next generation, Sezzle is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible. We’re not just transforming payments; we’re redefining how people discover, interact with, and purchase the things they love while driving real impact on merchant sales through increased conversions and higher order values. As we continue to shape the future of fintech and retail, we’re building an innovative, dynamic team passionate about creating more than just a transaction but a truly unique shopping journey. If you’re excited about pushing boundaries in tech and delivering a game-changing experience for consumers and merchants alike, come join us at Sezzle and help create the future of shopping! About the Role: We are seeking a talented and motivated Manager, Tier 2 Support who is best in class with a high IQ plus a high EQ. You will lead Sezzle's Tier 2 (T2) Support team, the escalation layer that investigates and resolves the shopper issues frontline Support cannot: account access and identity verification, payment method and multiple-charge investigations, Payment Streaks tier reinstatements, and Sezzle Send reversals. This role reports to the Director of Insights in the Customer Experience department. You will be accountable for three things: fast, accurate resolution of every escalation; T2 decisions that are documented and defensible to auditors, regulators, and our bank partner; and fewer escalations over time, achieved by finding root causes and getting them fixed with Product, Risk, Payments, and Trust & Safety. This role sits in a fast-paced, rapidly growing team with abundant prospects for career advancement. Compensation: For this Manager, Tier 2 support, with + 3 years of experience, the compensation range is  $2,500 - $3,000 USD based on location and experience level per month and in gross amount. This range acknowledges the extensive expertise, leadership capabilities, and significant contributions expected at this level, offering a competitive salary to reflect the value of advanced skills and experience What You'll Do: - Lead, hire, coach, and develop the T2 Operations team; set schedules and coverage so escalations are worked within SLA. - Own the T2 escalation queue end to end: intake standards from frontline, triage, prioritization, and the routing paths to Risk, Payments, Trust & Safety, and other escalation teams. - 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 be rerouted for proper handling, no disclosure of other shoppers' account details, and strict PII handling in tickets, Slack, and AI tools. - Find patterns in escalation volume and drive fixes with Product, Engineering, and Payments; file and track defects until they are resolved. - Provide feedback to support training and managers to enhance agent knowledge and avoid future mis-escalations - Report weekly and monthly on T2 volume, resolution time, escalation drivers, and quality, and support complaint, audit, and regulatory responses with case-level evidence. What We Look For: - 3+ years in a people-leadership role (manager, supervisor, or team lead with direct reports) in a customer support or operations environment. - 3+ years in technical support or escalations at a fintech company, such as payments, BNPL, lending, banking, or cards. - Familiarity with payment rails (ACH, card networks, wire transfers), ledger systems, API integrations, and webhook monitoring. - Hands-on experience investigating account, payment, and transaction issues in internal admin tools and a ticketing platform (Zendesk or similar). - Working knowledge of consumer-financial regulations that affect support, such as Reg E, Reg Z/TILA, FCRA, and UDAAP. - Demonstrated experience working with Claude or equivalent large language model tools is required; candidates must be comfortable leveraging AI to enhance productivity, research, and communication. Preferred Qualifications: - Experience with BNPL or installment-lending products, virtual cards, or P2P money movement. - Comfort with SQL or self-serve data tools to pull account and transaction data for investigations. - Experience with fraud, account-takeover, and identity-verification workflows. - A record of writing SOPs and knowledge-base content that frontline teams actually use. - Experience supporting regulatory exams, bank-partner audits, or complaint responses (CFPB, state AGs, BBB). - Clear, calm communicator who can explain technical root causes to agents, partners, and leadership. About You: - You have relentlessly high standards - many people may think your standards are unreasonably high. You are continually raising the bar and driving those around you to deliver great results. You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed. - You’re not bound by convention - your success—and much of the fun—lies in developing new ways to do things - You need action - speed matters in business. Many decisions and actions are reversible and do not need extensive study. We value calculated risk-taking. - You earn trust - you listen attentively, speak candidly, and treat others respectfully. - You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting. You have conviction and are tenacious. You do not compromise for the sake of social cohesion. Once a decision is determined, you commit wholly. - You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion. Despite setbacks, you rise to the occasion and never settle. What Makes Working at Sezzle Awesome: At Sezzle, we are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. 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 traditional startup culture, but rather, it is the visible example living in every employee that we hire. #Li-remote #full-time ## About Sezzle ## Company Overview - **One-liner**: Sezzle is a purpose-driven payments company offering a “buy now, pay later” platform that gives consumers a flexible, interest‑free alternative to traditional credit. - **Entity Type**: Public (NASDAQ: SEZL) - **Headquarters**: Minneapolis, Minnesota, USA - **Founded**: 2017 - **Founders**: Charlie Youakim (CEO), Paul Paradis, and others (per public records) ## Core Business - **Primary industry**: Financial technology (Fintech) – Buy Now, Pay Later (BNPL) - **Target customers**: B2C (Gen Z and Millennial consumers) and B2B (merchants) - **Mission**: “Financially empower the next generation” (stated on website and in the 10-K) ## Products & Services - **Pay‑in‑Four**: Interest‑free installment payments spread over six weeks (four equal bi‑weekly payments). - **Sezzle Virtual Card**: A virtual card that works anywhere Visa is accepted, enabling pay‑later shopping even at stores not directly integrated with Sezzle. - **Price Comparison & Perks**: In‑app tools to compare prices, find deals, and earn rewards. - **Sezzle Up**: A credit‑building feature that reports on‑time payments to credit bureaus. ## Market Standing - **Valuation/Market Cap**: Not provided in available sources; refer to current stock market data for NASDAQ: SEZL. - **Key Metric**: Annual Revenue – not explicitly disclosed in the provided excerpts; see the 10‑K filing for detailed financials. - **Notable Investors/Partners**: WebBank originates certain loans on the platform (mentioned in the 10‑K). Additional investors not listed in provided materials. - **Growth Signals**: 201 employees as of December 31, 2025; focus on North America after winding down operations in India and Europe; public benefit corporation status differentiates the brand. ## Competitive Advantages - **Public benefit corporation** – legally required to balance profit with a positive public benefit, appealing to conscious consumers and talent. - **Interest‑free model** – no interest charges on pay‑in‑four plans (late fees may apply). - **Targets underserved Gen Z and Millennials** who often lack access to traditional credit. - **Omnichannel reach** – works both online and in‑store via the virtual card. ## Strategic Focus - Continue building a digital ecosystem that benefits all stakeholders (consumers, merchants, employees, communities, investors). - Responsible, ethical growth with a focus on the US and Canadian markets. - Expand merchant network and enhance app features (price comparison, credit building, etc.). ## Why Work Here - **Culture**: Merit‑based environment (“Merit, Excellence, and Intelligence”); talent over tenure; values include “Act Like an Owner”, “Have Fun”, and “Driven to Succeed”. - **Remote‑friendly**: Explicitly listed as a “Remote Friendly Company” on the careers page. - **Benefits**: Comprehensive medical, dental, vision; unlimited paid time off; volunteer time off; 401k match; equity ownership for most employees; charity donation matching; discounted fitness memberships. - **Growth**: 201 employees (2025) with active engineering hiring across Latin America, Turkey, and India. - **Work environment**: Emphasis on open communication, strong character, and stakeholder obsession. ## Sources 1. [Sezzle Website](https://sezzle.com/) 2. [Sezzle Careers Page](https://sezzle.com/careers/) 3. [Sezzle Job Board (Greenhouse)](http://job-boards.greenhouse.io/sezzle) 4. [Sezzle 10‑K Filing (Feb 2026)](https://assets.ctfassets.net/6d085vujy22q/3vf0bMHAdjEjvn0TBD8L1S/c5111ee865ac123d6266a4e916979ef5/10-K_-_Sezzle_INC_-_02-26-2026.pdf) 5. [Sezzle LinkedIn Jobs](https://www.linkedin.com/company/sezzle/jobs) ## Other roles at Sezzle - [Fraud Operations Intern](https://feeny.ai/job/fraud-operations-intern-sezzle-turkiye-0ytf4y2bypxe) — Türkiye - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-sezzle-peru-b92vc7665b0r) — Peru - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-sezzle-latin-america-3nxahvhja7k5) — Latin America - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-sezzle-chile-eza0m62m8g91) — Chile - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-sezzle-mexico-b8gax3bnw2r4) — Mexico - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-sezzle-argentina-adambgmr17qd) — Argentina - [Technical Product Manager](https://feeny.ai/job/technical-product-manager-sezzle-brazil-bc3sck4kdpmz) — Brazil - [Fraud Operations Analyst](https://feeny.ai/job/fraud-operations-analyst-sezzle-latin-america-jtrhdny65tp3) — Latin America - [Fraud Operations Intern (Practicante de Prevención de Fraude)](https://feeny.ai/job/fraud-operations-intern-practicante-de-prevencion-de-fraude-sezzle-colombia-kfr75qrdc7qp) — Colombia - [Fraud Operations Intern (Practicante de Prevención de Fraude)](https://feeny.ai/job/fraud-operations-intern-practicante-de-prevencion-de-fraude-sezzle-chile-nepq6rm3fh36) — Chile