Hybrid Fintech Support Manager – Payments & SaaS

Purpose Brands; Boca Raton (FL); Hybrid; USD 98,000 - 108,000; Full time

Benefits offered by this job

Medical, Dental & Vision Coverage

Hybrid Work Environment

401(k) with 4% match

Flexible Fridays

Job summary

Purpose Brands is seeking a Manager, Fintech Support to guide day-to-day operations for payment platforms and SaaS workflows across franchisees, locations, members, and corporate teams. You will lead frontline analysts, coordinate Level 3 escalations, and ensure quality, security, and timely issue resolution in a hybrid, multi-market environment. The role emphasizes hands-on leadership, adherence to change controls, and strong stakeholder communication.

Qualifications

• 5+ years in SaaS, fintech, or payments support with frontline delivery
• 2+ years in people management and coaching
• Knowledge of merchant onboarding, verification, transactions, refunds, disputes, settlements, payouts
• Hands-on diagnostic experience with read-only SQL and logs
• Experience with ITSM, incident communications, and escalations

Responsibilities

• Lead daily fintech support operations and frontline analysts
• Triage queues, assign cases, manage backlog, ensure timely resolutions
• Coordinate Level 3 escalations and complex investigations
• Oversee merchant onboarding, payments, refunds, disputes, settlements and payouts
• Ensure clear customer updates and documented handoffs
• Work with offshore teams on coverage, readiness and training
• Use approved AI tools to improve guidance, guidance and metrics
• Coordinate testing, release readiness and early-life support

Skills

SaaS/payments support

People leadership

SQL/diagnostic analysis

Incident and escalation management

AI-assisted support

Education

Bachelor’s degree in IT/IS/Finance/Business

Tools

SQL

Logs/Transaction records

Job description

Purpose Brands is seeking a Manager, Fintech Support to guide day-to-day operations for payment platforms and SaaS workflows across franchisees, locations, members, and corporate teams. You will lead frontline analysts, coordinate Level 3 escalations, and ensure quality, security, and timely issue resolution in a hybrid, multi-market environment. The role emphasizes hands-on leadership, adherence to change controls, and strong stakeholder communication.