{"id":3237241,"url":"https://alion.io/job/purpose-brands-manager-fintech-support","title":"Manager, Fintech Support","company":{"id":2231944,"name":"Purpose Brands","domain":"purposebrands.com","url":"https://alion.io/company/purposebrands-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boca Raton, United States","United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":98000,"max":108000,"currency":"USD","period":"year","gross":null,"usd_annual":108000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Least Privilege","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-27T02:37:06Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nPURPOSE / IMPACT (Duties & Essential Functions)\nDaily Support Delivery and Hands-On Leadership\nLead 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.\nWork 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.\nEnsure 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.\nEnd-to-End SaaS and Payments Support\nLead 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.\nApply 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.\nEnsure 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.\nRoute refunds, payment adjustments, merchant restrictions, settlement exceptions, liability decisions, and other policy matters to designated owners through approved procedures.\nPeople Leadership and Offshore Collaboration\nDirectly 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.\nBuild 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.\nCoordinate 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.\nIncident, Provider and Stakeholder Coordination\nLead 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.\nCoordinate 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.\nCommunicate 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.\nOperational Controls and Financial Boundaries\nEnforce approved access, payment-data handling, least-privilege diagnostics, evidence retention, and change controls across assigned support activities. Escalate suspected security incidents or improper access.\nOversee 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.\nWork 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.\nKnowledge, Release and Regional Readiness\nPartner 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.\nCoordinate 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.\nSupport 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.\nAI, Automation and Service Performance\nUse 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.\nMonitor 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.\nIdentify 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.\nCoordinate 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.\nREQUIRED STRENGTHS AND BACKGROUND\n5+ years of experience in SaaS, fintech, or payments support, including frontline technical support delivery and coordination of complex technical escalations.\n2+ years of people-management experience involving coaching, work assignment, and support-quality oversight.\nWorking knowledge of merchant onboarding, account verification, transaction authorization and declines, recurring billing, refunds, disputes, settlements, and payouts.\nHands-on diagnostic experience with approved read-only SQL, application logs, transaction evidence, and integration troubleshooting.\nExperience managing service levels, support queues, payment-provider escalations, and high-impact incident communications.\nAbility to coach analysts through routine and moderately complex payment investigations, recognize when advanced specialist input is required, and drive verified resolution or accepted handoff.\nDemonstrated use of approved generative AI for investigations, reporting, and support documentation, with validated outputs and secure data handling.\nSound judgment in financial decision boundaries, information security, change controls, and regional escalation.\nStrong communication, critical thinking, prioritization, stakeholder management, and coaching skills.\nPREFERRED STRENGTHS AND BACKGROUND\n Bachelor’s degree in information technology, Information Systems, Finance, Business, or a related discipline; equivalent practical experience is valued.\n Experience supporting embedded payments or connected merchant accounts in franchise, fitness, retail, or multi-location SaaS environments, including Australia and/or the UK.\nITIL or comparable service-management training; familiarity with payment-provider operations, observability platforms, and collaboration with distributed or offshore support teams.\nCOMPETENCIES\nHands-On Service Leadership: Leads daily support delivery, coaches frontline analysts, and troubleshoots alongside the team.\nPayment Lifecycle Expertise: Understands merchant onboarding through transaction settlement and payouts.\n Technical Investigation: Uses approved SQL, logs, transaction records, and product context to guide frontline diagnosis and effective specialist handoffs.\nCustomer Focus and Communication: Provides practical guidance and clear updates to franchisees and users.\nPeople Development: Builds analyst judgment, diagnostic depth, and consistent service quality.\n Financial and Security Judgment: Respects data controls, delegated authority, and approval boundaries.\nProvider and Incident Coordination: Drives accountable escalations and verifies service recovery.\nApplied AI Proficiency: Uses approved AI tools to improve support work and validates the results.\nContinuous Improvement: Uses payment-support trends and service metrics to reduce recurring issues.\nSUPERVISORY REQUIREMENTS\nDirectly supervises assigned frontline Fintech Support Analysts through work allocation, coaching, performance management, skills development, and hiring participation within delegated authority. Fintech Support Specialists - Level 3, including the Australia / UK Analyst III role, report directly to the Director, Fintech Support. The Manager coordinates operational escalations and support handoffs with Level 3 specialists but does not supervise them. Offshore support leaders retain responsibility for their own teams.\nSalary Range: $98k - $108k\nWhat’s in it for you?\nWe offer a competitive salary along with exceptional benefits such as:\nMedical, Dental and Vision Coverage\nHybrid Work Environment\nLife and Disability Insurance\nUnlimited Time off + Paid Holidays\nFlexible Friday's between Memorial Day and Labor Day\n401(K) Savings Plan Matching at 4%\n10 Coaching and Therapy sessions\nMental Health Benefits\nBrand Discounts & Reimbursements\nIn-house workout facilities\nProfessional Development Opportunities\nTeam Building, Employee Engagement Activities & so much more\nWORK SCHEDULE\nPurpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:\nRemote optional: Fridays\nOn-site days: Mondays, Tuesdays, Wednesdays and Thursdays\nDIVERSITY, EQUITY, AND INCLUSION STATEMENT\nPurpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a divers...","description_format":"text","description_chars":12408,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Hybrid work","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Florida","iso":null,"kind":"city"},{"name":"Minnesota","iso":null,"kind":"city"},{"name":"Washington","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fitness"],"lifecycle":[{"event":"open","at":"2026-10-25T12:54:49Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":62,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":108000,"is_top_pay":true},"html_url":"https://alion.io/job/purpose-brands-manager-fintech-support","json_url":"https://alion.io/job/purpose-brands-manager-fintech-support.json","meta":{"generated_at":"2026-10-27T15:24:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4356,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2231944},"rest":"https://alion.io/mcp/rest/get_company?id=2231944"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpurpose-brands-manager-fintech-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpurpose-brands-manager-fintech-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpurpose-brands-manager-fintech-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/purpose-brands-manager-fintech-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpurpose-brands-manager-fintech-support"}]}