Manager, Fintech Support

Purpose Brands•Boca Raton, FL

2d•Hybrid

About The Position

Purpose Brands is seeking a Manager, Fintech Support to lead day-to-day support operations for payment platforms, embedded payment services, related SaaS applications, and financial workflows serving 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 service performance, case quality, team development, offshore coordination, and operational readiness. The manager works alongside analysts to resolve payment issues and coordinates complex technical escalations with Level 3 specialists, using approved diagnostic and AI tools while complying with financial, security, and change-control requirements. The role oversees frontline support across merchant onboarding, verification, payment transactions, recurring billing, refunds, disputes, settlements, payouts, and account restrictions. It leads queue management, case assignment, incident coordination, provider escalations, and customer communications; coaches and develops analysts; and coordinates with offshore support and training leaders. The manager enforces operational controls and delegated support authority, while financial and regulatory decisions remain with designated owners and product and technical accountabilities remain with Product, Engineering, and payment providers. The manager also partners with Product Specialists and Knowledge and Training to maintain support procedures and prepare teams for releases and new services. The role monitors service metrics, uses approved generative AI to improve investigations and documentation, and recommends improvements involving self-service, automation, and AI. It coordinates frontline testing, training, and adoption of approved improvements, and supports consistent service delivery across countries and regions.

Requirements

At least 5 years of experience in SaaS, fintech, or payments support, including frontline technical support delivery and coordination of complex technical escalations.
At least 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 specialist input is needed, 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 regarding financial decision boundaries, information security, change controls, and regional escalation.
Strong communication, critical thinking, prioritization, stakeholder management, and coaching skills.

Nice To Haves

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 and observability platforms.
Experience collaborating with distributed or offshore support teams.

Responsibilities

Lead daily fintech support demand, triage, queue priorities, case assignment, backlog aging, and primary and backup coverage against service targets.
Work alongside frontline analysts to troubleshoot routine and moderately complex payment issues; review case evidence, demonstrate approved diagnostic steps, and coach analysts.
Ensure cases reach verified resolution or a documented handoff accepted by the receiving owner, with clear customer updates, next actions, evidence, and follow-through.
Oversee frontline support for merchant onboarding, verification, transactions, recurring billing, refunds, disputes, settlements, payouts, and account restrictions.
Use approved read-only SQL, application logs, transaction records, configuration data, and integration evidence to guide troubleshooting and identify when Level 3 investigation is needed.
Route refunds, payment adjustments, merchant restrictions, settlement exceptions, liability decisions, and other policy matters to designated owners using approved procedures.
Directly supervise assigned frontline Fintech Support Analysts through workload allocation, case-quality reviews, coaching, performance management, skills development, and participation in hiring.
Coordinate daily operations with offshore support and training leaders, including queue priorities, coverage, escalation quality, knowledge and training readiness, and cross-region handoffs.
Lead the Fintech Support contribution to incidents under established ITSM severity, major-incident, escalation, and communications procedures; coordinate restoration while technical owners execute fixes.
Coordinate operational escalations with payment providers and internal teams, maintain clear ownership and timely communications, and escalate unresolved service risks to the Director.
Communicate factual updates to franchisees, locations, and stakeholders; verify restored service and contribute evidence to problem reviews, recurring-issue investigations, and corrective-action follow-up.
Enforce approved access, payment-data handling, least-privilege diagnostics, evidence retention, and change controls; escalate suspected security incidents or improper access.
Oversee approved frontline application administration and configuration within assigned permissions, document changes, and engage Level 3 specialists on complex configuration issues.
Partner with Product Specialists and the Manager, Knowledge and Training to maintain procedures, payment runbooks, known-issue guidance, and escalation examples.
Coordinate assigned support testing, release readiness, early-life support, and frontline readiness for new products and services, including training, knowledge, access, coverage, and escalation procedures.
Support consistent service across multiple countries, accounting for regional payment processes, operating hours, communication requirements, and escalation procedures; involve designated owners when local requirements differ.
Use approved generative AI tools to analyze authorized case patterns, draft investigation summaries, improve internal guidance, and identify support risks; validate outputs against source records and protect payment and personal information.
Monitor response and resolution timeliness, backlog aging, reopened cases, repeat contacts, recurring payment issues, provider-escalation aging, customer satisfaction, and confirmed resolution quality; review trends and corrective actions with the Director.
Recommend service improvements through AI-assisted support, self-service, and workflow automation; provide frontline requirements and acceptance criteria to the separate Automation and AI team.
Coordinate operational testing, frontline training, and adoption of approved improvements, and verify their impact on avoidable contacts, recurring issues, resolution times, and service quality.
Perform other duties as assigned.