Director, Fintech Support

Purpose Brands•Boca Raton, FL

2d•Hybrid

About The Position

Purpose Brands is seeking a Director, Fintech Support to lead the strategy, service performance, and operational governance of payment platforms, embedded payment services, and related financial workflows supporting franchisees, locations, members, and corporate teams. The role oversees support for payment onboarding, billing, refunds, disputes, settlements, payouts, and payment-provider escalations, and is accountable for delivering a high-quality experience for franchisees and business stakeholders. The Director leads global support teams, develops service strategies, drives operational excellence, manages critical incidents, and partners with Product, Engineering, Finance, Security, Compliance, and external payment providers. The role also champions AI-enabled support capabilities and automation to improve service quality, efficiency, and customer experience. It reports to the VP of Technical Operations. The Director directly manages the Manager, Fintech Support and Fintech Support Specialists (Level 3), with responsibility for their hiring, coaching, performance management, development, and succession planning. The role follows a hybrid work model for employees at the Boca Raton, Florida; Woodbury, Minnesota; and Seattle, Washington offices: onsite Mondays through Thursdays, with Fridays optional for remote work.

Requirements

At least 8 years of experience in technical support, payments support, fintech operations, or related service delivery environments.
At least 3 years of leadership experience managing managers and senior technical support professionals.
Strong expertise supporting payment ecosystems, including onboarding, verification, billing, refunds, disputes, settlements, payouts, and provider escalations.
Experience building and leading support operating models, service metrics, escalation frameworks, and continuous improvement programs.
Experience managing offshore or global support organizations.
Demonstrated success leading critical incident response and executive communications.
Experience working cross-functionally with Product, Engineering, Finance, Security, Compliance, and external vendors.
Strong analytical, communication, problem-solving, and leadership skills.
Experience using AI tools to analyze trends, identify improvements, and drive operational outcomes.

Nice To Haves

Bachelor's degree in Information Technology, Business, Finance, Information Systems, or a related field.
Experience in franchise, fitness, retail, multi-location, or international organizations.
ITIL or similar service-management training.
Familiarity with payment security and automation-enabled support operations.

Responsibilities

Define and execute the Fintech Support strategy, operating model, service standards, and improvement roadmap.
Oversee complex payment-platform and connected-account issues; establish escalation paths, service ownership, and support processes across payment-related services.
Use operational data, franchisee feedback, and business impact to prioritize improvements.
Lead and develop the Manager, Fintech Support and senior support specialists; establish accountability for service quality, case ownership, communication, and escalation management.
Assess staffing, skills, and capacity needs to ensure effective support coverage.
Develop scalable support models across onshore, offshore, and international teams; partner with offshore support leaders on service quality, training readiness, and operational performance.
Coordinate support requirements across multiple regions and markets.
Lead responses to high-impact fintech incidents and executive-level escalations.
Manage operational relationships and performance reviews with payment and technology providers.
Ensure root-cause analysis, corrective actions, and continuous improvement following service disruptions.
Monitor service performance metrics, identify trends, and drive measurable improvements.
Define support readiness requirements for new products, services, and releases.
Partner with Product, Engineering, ITSM, and Implementation teams to ensure successful service transitions.
Assess operational risks and recommend support enhancements that improve service quality and reliability.
Identify opportunities to use AI-assisted support, automation, and self-service solutions; partner with automation teams to implement and adopt approved solutions.
Measure AI and automation outcomes related to efficiency, case resolution, customer experience, and service quality.
Hire, coach, manage performance, develop, and plan succession for direct reports.