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.
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