Manager, Fintech Support

Purpose Brands, including Orange theory, 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,…