Tier 2: Support Agent

Role’s Mission

Own the resolution of complex support cases that require deeper analysis, judgment, and direct collaboration with internal teams. This role sits within APLAZO's internal team and acts as the bridge between agents and the Product and Risk areas, ensuring high-impact cases get resolved with quality and speed.

Key responsibilities

• Handle escalated and complex cases coming in from all channels, including social media and app reviews and follow up until the case is solved.

• Identify recurring patterns across cases and escalate findings proactively with Product and Risk teams.

• Identify gaps in processes, policies, and knowledge bases based on case patterns, and flag them to the relevant teams.

• Manage sensitive processes such as credit line increases and phone number changes.

• Review banned user accounts, analyze behavior and transaction history, and apply unban rules

• Reset delivery flows for users with unrecognized shipments, enabling a second delivery when the case is validated.

• Apply manual APLAZO points refunds when applicable, with full case traceability.

Requirements

Must have

• Experience: 2+ years in customer support roles, preferably in fintech, financial services, or e-commerce.

• Background handling escalations or complex cases — not limited to first-contact resolution.

• Technical skills:

  • Basic Excel — filtering, lookups, and case tracking.

  • Ability to navigate internal tools and learn new platforms quickly.

• Soft skills:

  • Strong analytical thinking — able to review account data, spot inconsistencies, and make sound decisions.

  • Clear written communication — documents cases without ambiguity.

  • Works independently and takes full ownership through to resolution.

Nice to have

• Basic-intermediate English.

• completed degree

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