Manager, Fintech Support

Purpose Brands, LLC•Woodbury, MN

4d•$98,000 - $108,000•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 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, using approved diagnostic and AI tools while following financial, security, and change-control requirements. The role oversees support for the payment lifecycle, including merchant onboarding, verification, transactions, recurring billing, refunds, disputes, settlements, payouts, and account restrictions. It manages queue priorities, service targets, cases, incidents, provider escalations, frontline application administration, release readiness, and operational improvements. The manager directly supervises assigned frontline analysts, coordinates with offshore support leaders and Level 3 specialists, and works with internal teams, providers, and designated business owners. Financial and regulatory decisions remain with Finance, Treasury, Risk, Legal, and designated business owners; product and technical accountabilities remain with Product, Engineering, and payment providers. The position coordinates consistent support across countries, accounting for regional payment processes, operating hours, customer communications, and escalation procedures. It also uses approved generative AI and service metrics to improve investigation, documentation, service quality, and support efficiency. The Automation and AI team owns the technical design, development, testing, deployment, and maintenance of automation improvements. The position follows a hybrid work model for employees at the Boca Raton, Florida; Woodbury, Minnesota; and Seattle, Washington offices: on-site Monday through Thursday, with remote work optional on Fridays.

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 advanced specialist input is needed, and drive verified resolution or an 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.

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 agreed service targets.
Work alongside frontline analysts to investigate routine and moderately complex payment issues, review case evidence, demonstrate approved diagnostic steps, and identify documented Level 3 escalations.
Ensure cases reach verified resolution or an accepted, documented handoff, with clear customer updates, next actions, evidence, and follow-through.
Lead frontline support operations across merchant onboarding, verification, payment 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 distinguish common issue types from matters requiring specialist analysis.
Ensure analysts can explain approved product behavior and payment status to franchisees and locations in practical terms.
Route refunds, payment adjustments, merchant restrictions, settlement exceptions, liability decisions, and other policy matters to designated owners through approved procedures.
Directly supervise assigned frontline Fintech Support Analysts through workload allocation, case-quality reviews, coaching, performance management, skills development, and participation in hiring.
Build frontline technical capability through hands-on troubleshooting, case walkthroughs, knowledge sharing, backup coverage, and clear escalation criteria.
Coordinate daily operations with offshore support and training leaders, including queue priorities, coverage, escalation quality, knowledge and training readiness, cross-region handoffs, and corrective actions; offshore leaders retain direct supervision of their teams.
Lead the Fintech Support contribution to incidents using established ITSM severity, major-incident, escalation, and communications procedures, coordinating restoration while designated technical owners execute fixes.
Coordinate operational escalations with payment providers and internal teams, maintain clear case ownership and timely communications, and escalate unresolved service risks to the Director.
Communicate factual, timely updates to franchisees, locations, and stakeholders; verify restored service and contribute evidence to problem reviews 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, guide analysts through approved procedures, and involve Level 3 specialists in complex configuration issues.
Work within delegated support authority and respect financial, regulatory, product, and technical decision boundaries.
Partner with Product Specialists and the Manager, Knowledge and Training to maintain support procedures, payment runbooks, known-issue guidance, and actionable 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.
Identify readiness gaps and escalate outstanding risks to the Director and designated launch owners before transition into ongoing support.
Support consistent delivery across multiple countries, involving regional, compliance, and business owners when payment methods, verification, settlement, or local requirements differ.
Use approved generative AI tools to analyze authorized case patterns, draft investigation summaries, improve internal guidance, and identify support risks; verify 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 improvements using AI-assisted support, self-service, and workflow automation; partner with the Director to prioritize improvements and provide 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.