Manager, Tier 2 Support (Fintech)

Location: Remote role associated with Bogotá, Colombia

Company

hirify.global is a fintech and retail technology company providing interest-free installment payment products that improve shopping access, merchant conversions, and order values.

What you will do

• Lead, hire, coach, and develop the Tier 2 Operations team while setting schedules and coverage to meet escalation SLAs.
• Own the Tier 2 escalation queue, including intake standards, triage, prioritization, and routing to Risk, Payments, Trust & Safety, and other teams.
• Maintain current, consistent, and audit-ready operating procedures and ensure appropriate handling of consumer-protection obligations, PII, and sensitive account information.
• Investigate escalation patterns and drive defect resolution with Product, Engineering, Payments, and related teams.
• Provide feedback for support training and management to reduce mis-escalations.
• Report on volume, resolution time, escalation drivers, and quality, and support complaint, audit, and regulatory responses with case evidence.

Requirements

• 3+ years of people leadership with direct reports in customer support or operations, as a manager, supervisor, or team lead.
• 3+ years of technical support or escalation experience in fintech, including payments, BNPL, lending, banking, or cards.
• Familiarity with ACH, card networks, wire transfers, ledger systems, API integrations, and webhook monitoring.
• Hands-on experience investigating account, payment, and transaction issues using internal administration tools and Zendesk or a similar ticketing platform.
• Working knowledge of Reg E, Reg Z/TILA, FCRA, and UDAAP.
• Experience with Claude or equivalent large language model tools is required, including using AI for productivity, research, and communication.

Nice to have

• Experience with BNPL or installment lending, virtual cards, or P2P money movement.
• SQL or self-service data-tool experience for retrieving account and transaction data.
• Experience with fraud, account takeover, and identity-verification workflows.
• Experience writing SOPs and knowledge-base content used by frontline teams.
• Experience supporting regulatory exams, bank-partner audits, or complaint responses involving CFPB, state attorneys general, or BBB.
• Ability to explain technical root causes clearly to agents, partners, and leadership.

Culture & Benefits

• Fast-paced, rapidly growing fintech and retail environment with opportunities for career advancement.
• Culture emphasizes high standards, independent action, calculated risk-taking, trust, constructive disagreement, and results.
• Full-time remote work is indicated by the posting.