Fintech Support Manager | Hybrid/Remote

Purpose Brands, LLC; Woodbury (MN); Hybrid; USD 98,000 - 108,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

Hybrid Work Environment

Life Insurance

Disability Insurance

Unlimited PTO

Paid Holidays

401K Matching

Coaching & Therapy Sessions

Mental Health Benefits

Brand Discounts

Job summary

Purpose Brands is seeking a Manager, Fintech Support to lead day-to-day operations for payment platforms and related SaaS applications across supported markets. You will manage frontline analysts, coordinate with Level 3 specialists, and ensure timely, accurate resolutions while maintaining security and change-control standards.

The role emphasizes hands-on leadership, offshore coordination, and continuous improvement in a hybrid work environment with a focus on franchisee experience and

Qualifications

• 5+ years in SaaS/fintech/payments support delivery.
• 2+ years of people-management experience.
• Knowledge of merchant onboarding, verification, and payouts.
• Hands-on diagnostic use of SQL, logs, and transaction data.
• Experience managing service levels and incident communications.
• Experience using generative AI for investigations and reporting.
• Strong communication, prioritization and stakeholder management.

Responsibilities

• Lead daily fintech support demand, triage, queue priorities and coverage.
• Coach analysts and escalate complex cases to Level 3 when needed.
• Ensure case closure with clear customer updates and evidence.
• Oversee onboarding, payments, refunds, disputes, settlements and payouts.
• Coordinate with offshore teams and Level 3 specialists.
• Drive performance metrics and continuous improvement initiatives.
• Communicate updates to franchisees and internal stakeholders.

Skills

SaaS experience

Fintech/payments

People management

Merchant onboarding

SQL troubleshooting

Incident communications

AI tooling

Communication skills

Education

Bachelor's degree in IT/IS/Finance

Tools

ITIL training

Observability platforms

Job description

Purpose Brands is seeking a Manager, Fintech Support to lead day-to-day operations for payment platforms and related SaaS applications across supported markets. You will manage frontline analysts, coordinate with Level 3 specialists, and ensure timely, accurate resolutions while maintaining security and change-control standards.

The role emphasizes hands-on leadership, offshore coordination, and continuous improvement in a hybrid work environment with a focus on franchisee experience and