Manager, Fintech Support

Purposebrands

. Lead daily fintech support demand, triage, queue priorities, case assignment, backlog aging, and coverage against service targets .

Posted 10/23/2026full-timeUnited StatesMid-LevelSenior💰 $98,000 - $108,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading fintech support operations, managing complex payment issues, and coaching frontline analysts to ensure high-quality service delivery. Proficient in using SQL for troubleshooting and implementing AI-assisted support solutions to enhance operational efficiency.

Highest-signal resume keywords

5+ Years Experience In SaaS, Fintech, Or Payments SupportPeople-Management Experience In Coaching And OversightHands-On Diagnostic Experience With SQL And Application LogsExperience Managing Service Levels And Payment-Provider EscalationsDemonstrated Use Of Generative AI For Investigations And Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLPayment ProcessingMerchant OnboardingTransaction AuthorizationRefunds ManagementDispute ResolutionSettlementsPayoutsIncident ManagementService Level Management

Soft Skills

Strong CommunicationCritical ThinkingPrioritizationStakeholder ManagementCoaching Skills

Tools & Technologies

Generative AI ToolsITSM ProceduresObservability Platforms

Certifications & Qualifications

ITIL Certification

Industry Keywords

FintechPayments SupportSaaSMulti-Location EnvironmentsInformation SecurityChange ControlRegional Escalation

Tech Stack

Tools & technologies

ITSMSQL

About the role

Key responsibilities & impact

Lead daily fintech support demand, triage, queue priorities, case assignment, backlog aging, and coverage against service targets
Work alongside frontline analysts to resolve routine and moderately complex payment issues
Review case evidence, demonstrate diagnostic steps, coach analysts, and identify when Level 3 escalation is required
Ensure cases reach verified resolution or documented handoff with clear customer updates and follow-through
Lead support operations across merchant onboarding, verification, transactions, recurring billing, refunds, disputes, settlements, payouts, and account restrictions
Use approved read-only SQL, application logs, transaction records, configuration data, and integration evidence for troubleshooting
Route refunds, payment adjustments, merchant restrictions, settlement exceptions, and policy matters to designated owners
Supervise and develop frontline Fintech Support Analysts through workload allocation, case reviews, coaching, performance management, skills development, and hiring participation
Coordinate daily operations with offshore support and training leaders
Lead Fintech Support contributions to incidents and coordinate restoration work under established ITSM procedures
Coordinate escalations with payment providers and internal teams, communicating with franchisees, locations, and stakeholders
Enforce access, payment-data handling, least-privilege diagnostics, evidence-retention, and change-control requirements
Oversee approved frontline application administration and configuration within assigned permissions
Maintain support procedures, payment runbooks, known-issue guidance, and escalation examples
Coordinate support testing, release readiness, early-life support, training, knowledge, access, coverage, and escalation procedures
Support consistent service delivery across multiple countries and regional payment processes
Use approved generative AI tools to analyze case patterns, draft summaries, improve guidance, and identify support risks
Monitor service metrics including response and resolution timeliness, backlog aging, reopened cases, repeat contacts, recurrence, provider-escalation aging, customer satisfaction, and resolution quality
Recommend AI-assisted support, self-service, and workflow automation improvements and coordinate testing, training, and adoption

Requirements

What you’ll need

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
Hands-on diagnostic experience with approved read-only SQL, application logs, transaction evidence, and integration troubleshooting
Experience managing service levels, support queues, payment-provider escalations, and high-impact incident communications
Ability to coach analysts through routine and moderately complex payment investigations, recognize when advanced specialist input is required, and drive verified resolution or accepted handoff
Demonstrated use of approved generative AI for investigations, reporting, and support documentation, with validated outputs and secure data handling
Sound judgment in financial decision boundaries, information security, change controls, and regional escalation
Strong communication, critical thinking, prioritization, stakeholder management, and coaching skills
Bachelor’s degree in information technology, Information Systems, Finance, Business, or a related discipline; equivalent practical experience is valued (preferred)
Experience supporting embedded payments or connected merchant accounts in franchise, fitness, retail, or multi-location SaaS environments, including Australia and/or the UK (preferred)
ITIL or comparable service-management training; familiarity with payment-provider operations, observability platforms, and collaboration with distributed or offshore support teams (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