Director, Fintech Support (Fintech)

Location: Boca Raton, Florida, United States; hybrid work with remote optional on Fridays and on-site work on Mondays through Thursdays at the Boca Raton, Woodbury, or Seattle offices.

Salary: $105k–$125k per year.

Company

Purpose Brands operates franchise brands including Orangetheory, hirify.global, The Bar Method, and Waxing the City.

What you will do

• Define and execute the fintech support strategy, operating model, service standards, escalation paths, and improvement roadmap.
• Lead support for payment onboarding, verification, billing, refunds, disputes, settlements, payouts, connected accounts, and provider escalations.
• Manage the Manager, Fintech Support and Level 3 Fintech Support Specialists, including hiring, coaching, performance management, development, and succession planning.
• Build scalable support models across onshore, offshore, international, and multi-region teams.
• Lead high-impact incident response, executive escalations, vendor performance reviews, root-cause analysis, corrective actions, and service improvements.
• Partner with Product, Engineering, ITSM, Implementation, Finance, Security, Compliance, automation teams, and external payment providers on service readiness, transitions, AI-assisted support, automation, and self-service.

Requirements

• 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.

Nice to have

• Bachelor's degree in Information Technology, Business, Finance, Information Systems, or a 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.

Culture & Benefits

• Hybrid work environment with remote Fridays and on-site work Monday through Thursday.
• Medical, dental, vision, life, disability, mental health, coaching, and therapy benefits.
• Unlimited time off, paid holidays, and flexible Fridays between Memorial Day and Labor Day.
• 401(k) savings plan with 4% matching.
• Brand discounts, reimbursements, in-house workout facilities, and professional development opportunities.
• Inclusive environment focused on diversity, equity, inclusion, learning, growth, and employee engagement.