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Posted: 10/21/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in defining and executing Fintech Support strategies, managing complex payment ecosystems, and leading cross-functional teams to enhance service quality and operational performance. Proficient in leveraging data-driven insights and AI tools to drive continuous improvement and effective incident response.
Highest-signal resume keywords
Fintech Operations ManagementPayment Ecosystem SupportLeadership in Technical SupportIncident Response ManagementService Quality Improvement
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- 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
- 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
- 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
- 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
- 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
- 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
- Directly manage the Manager, Fintech Support and Fintech Support Specialists (Level 3), including hiring, coaching, performance management, development, and succession planning
- Report to the VP of Technical Operations
Requirements
What you’ll need- 8+ 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
- Bachelor's degree in Information Technology, Business, Finance, Information Systems, or related field (preferred)
- Experience in franchise, fitness, retail, multi-location, or international organizations (preferred)
- ITIL or similar service-management training (preferred)
- Familiarity with payment security and automation-enabled support operations (preferred)
Benefits
Comp & perks- Medical, Dental and Vision Coverage
- Hybrid Work Environment
- Life and Disability Insurance
- Unlimited Time off + Paid Holidays
- Flexible Friday's between Memorial Day and Labor Day
- 401(K) Savings Plan Matching at 4%
- 10 Coaching and Therapy sessions
- Mental Health Benefits
- Brand Discounts & Reimbursements
- In-house workout facilities
- Professional Development Opportunities
- Team Building, Employee Engagement Activities & so much more
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportPayments SupportService Metrics DevelopmentEscalation FrameworksContinuous Improvement ProgramsOperational Risk AssessmentAI Tools UtilizationData AnalysisService Transition ManagementSupport Model Development
Soft Skills
Analytical SkillsCommunication SkillsProblem-Solving SkillsLeadership Skills
Certifications & Qualifications
ITIL Training
Industry Keywords
Payment SecurityAutomation-Enabled Support OperationsFranchise OperationsMulti-Location ManagementInternational Organizations