Product, Platform Monitoring & Support ManagerAt ClarityPay, we're redefining the point-of-sale credit market to bring more value to merchants. Based in NYC and Atlanta, our fast-growing fintech empowers large merchants with configurable "Pay-Over-Time" tools—including monthly installments, BNPL, and revolving products. We solve complex credit challenges with speed, precision, and intelligence—combining deep expertise with advanced tech to deliver better outcomes, every time.Our clients rely on us to help them serve their customers, grow, and build loyalty.
Our values guide everything we do: we put merchants first, stay data-driven, always know the why, learn relentlessly, and win together as a team. This clarity of purpose fuels our commitment to delivering exceptional customer experiences at speed and scale.As ClarityPay's Product, Platform Monitoring & Support Manager, you sit at the center of three interconnected functions: monitoring the health of our lending platform daily, triaging and resolving escalated product support issues, and building the operational infrastructure that keeps both running smoothly as we scale.This is not a passive reporting role and it is not a traditional support role. You are both the company's early-warning system and its first line of defense when something goes wrong.
You'll own the metrics, own the escalation process, and own the relationship between product health and customer experience — surfacing what leadership needs to know and making sure issues that reach our borrowers and merchant partners get resolved fast.You'll work across Engineering, Product, Credit Risk, Operations, and external partners — with a direct line to the CEO. If you're someone who can hold the big picture and the details at the same time, who gets satisfaction from building order out of ambiguity, and who communicates with confidence under pressure, this role was built for you.What You'll OwnPlatform MonitoringDaily tracking of loan lifecycle KPIs: application volume, approval rates, funding rates, repayment success, delinquency, and collection outcomesMonitor for product, integration, and configuration changes across the platform — flag deviations before they compoundBuild and maintain the daily/weekly reporting rhythm for the CEO and senior leadership, with clear signal-to-noise discipline and actionable summariesOwn our monitoring dashboards (Databricks, QuickSuite, or equivalent) — ensuring they are accurate, trusted, and actually usedMaintain a structured log of platform events, anomalies, and resolutions to support compliance, institutional knowledge, and post-mortemsProduct SupportServe as the escalation point for complex or high-impact product issues raised by borrowers, merchant partners, or internal teamsOwn the support triage process: categorize, prioritize, and route issues to the right owner — Engineering, Operations, Credit Risk, or ComplianceBuild and maintain internal support playbooks, FAQs, and escalation runbooks so the team can resolve issues consistently without reinventing the wheel each timeIdentify recurring support themes and translate them into product improvement opportunities — closing the loop between support signal and product actionPartner with Operations and Customer Experience on support tooling, workflows, and quality standards, ensuring a consistent and high-quality experience for borrowers and merchant partnersCross-Functional CoordinationAct as the connective tissue between product, engineering, and operations when platform issues or support escalations require cross-team responseTrack vendor and servicer performance against SLAs — escalate data integrity issues, sync lags, or partner failures before they affect the portfolioContribute to incident response and post-mortem processes, ensuring learnings get built back into monitoring and support infrastructureWhat You'll Bring4+ years of experience in fintech, consumer lending, or financial services — in a role touching product operations, platform health, customer support, or analyticsWorking knowledge of the lending lifecycle: origination, underwriting, funding, servicing, and collectionsExperience managing or triaging customer or partner support issues — you know how to stay calm, communicate clearly, and drive resolution under pressureStrong SQL skills; comfort pulling your own data and building your own analyses without waiting for a data teamExperience with BI or monitoring tools (Databricks, QuickSuite, Looker, Tableau, or similar) — you can build and maintain dashboards, not just read themAnalytical rigor paired with communication clarity — you can distill complex platform data into a clear story for executive audiencesA detective's mindset: you don't just report that a number moved, you figure out why — and then you fix the system so it doesn't happen againComfort operating in ambiguity at a startup — you build the playbook as you goNice To HaveExperience at a BNPL, installment lending, or POS financing companyFamiliarity with loan origination systems (LOS), servicing platforms, or credit decisioning enginesExposure to compliance-adjacent monitoring (TILA, Fair Lending, Reg Z implications of product changes)Experience with support tooling (Zendesk, Intercom, Salesforce Service Cloud, or similar)Python or scripting experience for monitoring automationWhat We OfferDirect visibility to the CEO and leadership team from day oneThe rare opportunity to build two functions — monitoring and support — not inherit themCompetitive compensation: $100,000 – $140,000 based on experienceEquity participationHealth benefits, 401(k), and flexible PTOHybrid work environment based in NYCA mission-driven culture that moves fast, values data, and wins togetherClarityPay is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.