Director, Fintech Support

Purpose Brands, including Orange theory, Anytime Fitness, The Bar Method, and Waxing the City, is seeking a Director, Fintech Support to lead the support strategy, service performance, and operational governance of payment platforms, embedded payment services, and related financial workflows supporting franchisees, locations, members, and corporate teams.

The Director, Fintech Support is responsible for the strategy, performance, and continuous improvement of payment and fintech support services across Purpose Brands. This leader oversees support operations for payment onboarding, billing, refunds, disputes, settlements, payouts, and payment-provider escalations while ensuring a high-quality experience for franchisees and business stakeholders.

The role leads global support teams, develops service strategies, drives operational excellence, manages critical incidents, and partners closely with Product, Engineering, Finance, Security, Compliance, and external payment providers. The Director also champions AI-enabled support capabilities and automation to improve service quality, efficiency, and customer experience.

The Director, Fintech Support reports to the VP of Technical Operations Purpose/Impact: (Duties & Essential Functions)
Fintech Support Leadership Define and execute the Fintech Support strategy, operating model, service standards, and improvement roadmap.

Provide oversight for 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.

Team Leadership 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.

Global Support Operations Develop scalable support models across onshore, offshore, and international teams.

Partner with offshore support leaders to drive service quality, training readiness, and operational performance.

Coordinate support requirements across multiple regions and markets.

Incident, Vendor & Service Management Lead response efforts for 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.

Service Readiness & Continuous Improvement 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.

AI & Automation Identify opportunities to leverage AI-assisted support, automation, and self-service solutions.

Partner with automation teams to support implementation and adoption of approved solutions.

Measure outcomes related to efficiency, case resolution, customer experience, and service quality.

Required Strengths and Background8+ years of experience in technical support, payments support, fintech operations, or related service delivery environments.
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.

Preferred Strengths and Background Bachelor's degree in Information Technology, Business, Finance, Information Systems, or related field.

Experience in franchise, fitness, retail, multi-location, or international organizations.

ITIL or similar…