Director, Fintech Support

Purpose Brands, LLC; Boca Raton (FL); Hybrid; USD 105,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

Hybrid Work Environment

Life and Disability Insurance

Unlimited Time off + Paid Holidays

401(K) Savings Plan Matching

Job summary

Purpose Brands, LLC is seeking a Director, Fintech Support to shape the support strategy and oversee performance of payment platforms across franchisees, locations, members, and corporate teams. You will lead global teams, partner with Product, Engineering, Finance, Security, and external vendors, and champion AI-enabled enhancements to drive efficiency and customer experiences.

The role reports to the VP of Technical Operations and requires strong leadership, incident management, and

Qualifications

• 8+ years of experience in technical support, payments support, fintech operations, or related service delivery.
• 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.

Responsibilities

• 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.

Education

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 service-management training

Familiarity with payment security and automation-enabled support operations

Job description

Purpose Brands, including Orangetheory, 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 Background

• 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.

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 service-management training.
• Familiarity with payment security and automation-enabled support operations.

Direct Reports

This role directly manages the Manager, Fintech Support and Fintech Support Specialists (Level 3), providing leadership in hiring, coaching, performance management, development, and succession planning.

Salary Range: $105k - $125k

What’s in it for you?

We offer a competitive salary along with exceptional benefits such as:

• 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

WORK SCHEDULE
Purpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:

• Remote optional: Fridays
• On-site days: Mondays, Tuesdays, Wednesdays and Thursdays

DIVERSITY, EQUITY, AND INCLUSION STATEMENT
Purpose 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 diverse franchise network, and uplifting the members and communities we serve.

EEO STATEMENT
Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.