Manager, Fintech Support (Payments)

Location: Boca Raton, FL, with hybrid work from the Boca Raton, Woodbury, MN, or Seattle, WA offices. On-site Monday through Thursday; remote optional on Fridays. United States.

Salary: $98,000–$108,000 per year.

Company

hirify.global is part of Purpose Brands, a multi-brand franchising organization supporting fitness, wellness, and related services.

What you will do

• Lead daily fintech support operations, including triage, queue priorities, case assignment, backlog management, service targets, and coverage.
• Work alongside frontline analysts to investigate payment issues using approved SQL, application logs, transaction records, configuration data, and integration evidence.
• Oversee support for merchant onboarding, verification, transactions, recurring billing, refunds, disputes, settlements, payouts, and account restrictions.
• Supervise and develop frontline Fintech Support Analysts through workload allocation, coaching, case-quality reviews, performance management, skills development, and hiring participation.
• Coordinate incidents, provider escalations, Level 3 handoffs, release readiness, operational testing, and support readiness across internal, offshore, product, engineering, and provider teams.
• Monitor service metrics and use approved generative AI, self-service, and workflow automation initiatives to improve resolution quality and reduce recurring issues.

Requirements

• 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, identify when 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 regarding financial decision boundaries, information security, change controls, and regional escalation.
• Strong communication, critical thinking, prioritization, stakeholder-management, and coaching skills.

Nice to have

• Bachelor’s degree in information technology, Information Systems, Finance, Business, or a related discipline; equivalent practical experience is valued.
• Experience supporting embedded payments or connected merchant accounts in franchise, fitness, retail, or multi-location SaaS environments, including Australia and/or the UK.
• ITIL or comparable service-management training, familiarity with payment-provider operations and observability platforms, and experience collaborating with distributed or offshore support teams.

Culture & Benefits

• Hybrid work environment with remote Fridays and on-site Monday through Thursday.
• Medical, dental, vision, life, disability, and mental-health benefits, including 10 coaching and therapy sessions.
• Unlimited time off, paid holidays, and flexible Fridays between Memorial Day and Labor Day.
• 401(k) savings plan with 4% matching.
• Brand discounts, reimbursements, professional development opportunities, in-house workout facilities, and team-building activities.
• Work in an environment centered on diversity, equity, inclusion, learning, and employee growth.