Manager, Fintech Support

Purpose Brands, including Orangetheory, Anytime Fitness, The Bar Method, and Waxing the City, is seeking a Manager, Fintech Support to lead day-to-day support operations for payment platforms, embedded payment services, and related SaaS applications and financial workflows supporting franchisees, locations, members, and corporate teams across supported markets.

Reporting to the Director, Fintech Support, this hands-on manager leads frontline Fintech Support Analysts and is accountable for daily service performance, case quality, team development, offshore coordination, and operational support readiness. The Manager works alongside frontline analysts to resolve payment-related issues and coordinates complex technical escalations with Level 3 specialists. The role uses approved diagnostic and AI tools to improve support efficiency, resolution quality, and the franchisee experience while following financial, security, and change-control requirements.

PURPOSE / IMPACT (Duties & Essential Functions)

Daily Support Delivery and Hands-On Leadership

- Lead daily fintech support demand, triage, queue priorities, case assignment, backlog aging, and primary and backup coverage against agreed service targets. Balance business impact, urgency, technical complexity, and available capacity.
- Work alongside frontline analysts on routine and moderately complex payment issues. Review case evidence, demonstrate approved diagnostic steps, coach analysts, and identify when a documented Level 3 escalation is required.
- Ensure assigned cases move to verified resolution or a documented handoff accepted by the receiving owner. Require clear customer updates, next actions, evidence, and accountable follow-through.

End-to-End SaaS and Payments Support

- Lead frontline support operations across merchant onboarding, verification, payment transactions, recurring billing, refunds, disputes, settlements, payouts, and account restrictions. Ensure timely investigation and resolution of routine and moderately complex issues, engaging Level 3 specialists when advanced technical expertise is required.
- Apply approved read-only SQL, application logs, transaction records, configuration data, and integration evidence to troubleshoot alongside frontline analysts. Distinguish common application, provider, data, workflow, and user issues, and escalate investigations requiring specialist-level analysis.
- Ensure analysts can explain approved product behavior and payment status to franchisees and locations in practical terms, without requiring routine inquiries to be transferred directly to a payment processor.
- Route refunds, payment adjustments, merchant restrictions, settlement exceptions, liability decisions, and other policy matters to designated owners through approved procedures.

People Leadership and Offshore Collaboration

- Directly supervise and develop assigned frontline Fintech Support Analysts through workload allocation, case-quality reviews, coaching, performance management, skills development, and participation in hiring. Partner with Director-led Level 3 specialists on complex cases without supervising them.
- Build frontline technical capability through hands-on troubleshooting, case walkthroughs, coaching, knowledge sharing, and backup coverage. Reinforce clear escalation criteria and effective handoffs to Level 3 specialists.
- Coordinate daily support operations with offshore support and training leaders, including queue priorities, coverage, escalation quality, knowledge and training readiness, and cross-region handoffs. Identify performance gaps and agree corrective actions with offshore leaders, who retain direct supervision of their teams.

Incident, Provider and Stakeholder Coordination

- Lead the Fintech Support contribution to incidents using established ITSM severity, major-incident, escalation, and communications procedures. Coordinate restoration work while designated technical owners execute fixes.
- Coordinate operational escalations with payment providers and internal teams, ensuring clear case ownership, timely communications, and accountable follow-through. Partner with Level 3 specialists on advanced technical investigations and escalate unresolved service risks to the Director.
- Communicate timely, factual updates to franchisees, locations, and stakeholders; verify restored service and contribute evidence to problem reviews, recurring-issue investigations, and corrective-action follow-up.

Operational Controls and Financial Boundaries

- Enforce approved access, payment-data handling, least-privilege diagnostics, evidence retention, and change controls across assigned support activities. Escalate suspected security incidents or improper access.
- Oversee approved frontline application administration and configuration within assigned permissions. Maintain working knowledge of payment-platform configurations, connected-account structures, and SaaS workflows; guide analysts through approved procedures, document changes, and engage Level 3 specialists on complex configuration issues.
- Work within delegated support authority. Finance, Treasury, Risk, Legal, and designated business owners retain financial and regulatory decisions; Product, Engineering, and payment providers retain their respective product and technical acc•     ountabilities.

Knowledge, Release and Regional Readiness

- Partner with Product Specialists and the Manager, Knowledge and Training to maintain support procedures, payment runbooks, known-issue guidance, and actionable escalation examples for frontline and offshore teams.
- Coordinate assigned support testing, release readiness, and early-life support with Implementation, Product, Engineering, providers, and service owners. Coordinate frontline support readiness for new products and services, including training, knowledge, access, coverage, and escalation procedures. Identify readiness gaps and escalate outstanding risks to the Director and designated launch owners before transition into ongoing support.
- Support consistent service delivery across multiple countries, accounting for regional payment processes, operating hours, customer communication requirements, and escalation procedures. Involve designated regional, compliance, and business owners when payment methods, verification, settlement, or lo    cal requirements differ.

AI, Automation and Service Performance

- Use approved generative AI tools to analyze authorized case patterns, draft investigation summaries, improve internal guidance, and identify support risks. Verify conclusions against source records and protect payment and personal information.
- Monitor response and resolution timeliness, backlog aging, reopened cases, repeat contacts, payment-issue recurrence, provider-escalation aging, customer satisfaction, and confirmed resolution quality. Review trends and corrective actions with the Director.
- Identify and recommend opportunities to improve Fintech Support through AI-assisted support, self-service, and workflow automation. Partner with the Director to prioritize improvements and provide frontline requirements and acceptance criteria to the separate Automation and AI team, which owns technical design, development, testing, deployment, and maintenance.
- Coordinate operational testing, frontline training, and adoption of approved improvements. Verify impact on avoidable contacts, recurring payment issues, resolution times, and service quality. Perform other duties as assigned.

REQUIRED STRENGTHS AND BACKGROUND

- 5+ years of experience in SaaS, fintech, or payments support, including frontline technical support delivery and coordination of complex technical escalations.
- 2+ years of people-management experience involving coaching, work assignment, and support-quality oversight.
- Working knowledge of merchant onboarding, account verification, transaction authorization and declines, recurring billing, refunds, disputes, settlements, and payouts.
- Hands-on diagnostic experience with approved read-only SQL, application logs, transaction evidence, and integration troubleshooting.
- Experience managing service levels, support queues, payment-provider escalations, and high-impact incident communications.
- Ability to coach analysts through routine and moderately complex payment investigations, recognize when advanced specialist input is required, and drive verified resolution or accepted handoff.
- Demonstrated use of approved generative AI for investigations, reporting, and support documentation, with validated outputs and secure data handling.
- Sound judgment in financial decision boundaries, information security, change controls, and regional escalation.
- Strong communication, critical thinking, prioritization, stakeholder management, and coaching skills.

PREFERRED STRENGTHS AND BACKGROUND

- Bachelor’s degree in information technology, Information Systems, Finance, Business, or a related discipline; equivalent practical experience is valued.
- Experience supporting embedded payments or connected merchant accounts in franchise, fitness, retail, or multi-location SaaS environments, including Australia and/or the UK.
- ITIL or comparable service-management training; familiarity with payment-provider operations, observability platforms, and collaboration with distributed or offshore support teams.

COMPETENCIES

- Hands-On Service Leadership: Leads daily support delivery, coaches frontline analysts, and troubleshoots alongside the team.
- Payment Lifecycle Expertise: Understands merchant onboarding through transaction settlement and payouts.
- Technical Investigation: Uses approved SQL, logs, transaction records, and product context to guide frontline diagnosis and effective specialist handoffs.
- Customer Focus and Communication: Provides practical guidance and clear updates to franchisees and users.
- People Development: Builds analyst judgment, diagnostic depth, and consistent service quality.
- Financial and Security Judgment: Respects data controls, delegated authority, and approval boundaries.
- Provider and Incident Coordination: Drives accountable escalations and verifies service recovery.
- Applied AI Proficiency: Uses approved AI tools to improve support work and validates the results.
- Continuous Improvement: Uses payment-support trends and service metrics to reduce recurring issues.

SUPERVISORY REQUIREMENTS

Directly supervises assigned frontline Fintech Support Analysts through work allocation, coaching, performance management, skills development, and hiring participation within delegated authority. Fintech Support Specialists – Level 3, including the Australia / UK Analyst III role, report directly to the Director, Fintech Support. The Manager coordinates operational escalations and support handoffs with Level 3 specialists but does not supervise them. Offshore support leaders retain responsibility for their own teams.

Salary Range: $98k - $108k

What’s in it for you?

We offer a competitive salary along with exceptional benefits such as:

- Medical, Dental and Vision Coverage
- Hybrid Work Environment
- Life and Disability Insurance
- Unlimited Time off + Paid Holidays
- Flexible Friday's between Memorial Day and Labor Day
- 401(K) Savings Plan Matching at 4%
- 10 Coaching and Therapy sessions
- Mental Health Benefits
- Brand Discounts & Reimbursements
- In-house workout facilities
- Professional Development Opportunities
- Team Building, Employee Engagement Activities & so much more

WORK SCHEDULE
Purpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:

- Remote optional: Fridays
- On-site days: Mondays, Tuesdays, Wednesdays and Thursdays

DIVERSITY, EQUITY, AND INCLUSION STATEMENT
Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.

EEO STATEMENT
Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.