Customer Operations Lead

Company Description

FirmPath Payments delivers purpose-built fintech solutions for debt settlement agencies, combining secure account management, automated payments, creditor disbursements, and compliance-focused reporting in one integrated platform. We simplify operational complexity so agencies can manage client accounts accurately, strengthen financial oversight, and scale with confidence. Reliability, regulatory compliance, and technology-driven innovation guide everything we do.

Role Description

Our support team is small and close-knit, so every person makes a real difference. The Customer Operations Lead is a full-time role overseeing day-to-day customer support and operational workflows for the FirmPath Payments platform. We’re looking for an experienced, hands-on leader who brings energy, critical thinking, and a team-first mindset.

Responsibilities

• Oversee daily operations, including reviewing client account activity and handling calls and escalations
• Resolve customer issues professionally
• Coach, lead, and support teammates through feedback, one-on-ones, and side-by-side help so they meet our customer service standards
• Monitor live and recorded calls for quality, accuracy, and compliance
• Manage schedules and coverage to keep the team running smoothly
• Track performance metrics and prepare clear reports for leadership
• Document procedures, spot inefficiencies, and implement practical fixes
• Partner with product, finance, and compliance teams to resolve issues and improve the platform
• Escalate the right issues to leadership at the right time, with clear context
• Help train new team members and keep everyone current on policy changes
• Ensure the team follows data privacy, security, and fraud-prevention procedures

Qualifications 

• Strong critical thinking: you dig into problems, weigh the facts, and make good calls
• Quick learner who picks up new systems and processes fast
• Positive, can-do attitude , even on busy days
• Roll-up-your-sleeves mindset: you jump in wherever needed
• Independent judgment , with good instincts about when to escalate
• Calm under pressure with frustrated customers and high call volume
• High integrity and discretion with sensitive financial and personal information
• Attention to detail , since small errors with money matter
• Advanced Excel skills , including pivot tables, lookups, and building reports
• 5+ years in a contact center or customer operations, with at least 1 year of leadership or Subject Matter Expert experience
• Experience in fintech, payments, financial services, or debt resolution is preferred
• Working knowledge of compliance and regulations related to payments and financial data
• Clear, calm communication with customers, teammates, and cross-functional partners
• Bachelor’s degree in Business, Finance, Operations, or a related field (or equivalent experience) preferred
• Flexibility to occasionally cover early, late, or peak shifts
• Comfort working on-site in downtown Chicago office

Compensation & Benefits

• Salary range: $70,000 – $83,000, depending on experience
• Health, dental, and vision insurance
• Paid time off and holidays
• On-site in our downtown Chicago office

FirmPath Payments is an equal opportunity employer and does not discriminate based on any characteristic protected by federal, state, or local law.