Customer Operations Lead

Company DescriptionFirmPath 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 DescriptionOur 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.ResponsibilitiesOversee daily operations, including reviewing client account activity and handling calls and escalationsResolve customer issues professionallyCoach, lead, and support teammates through feedback, one-on-ones, and side-by-side help so they meet our customer service standardsMonitor live and recorded calls for quality, accuracy, and complianceManage schedules and coverage to keep the team running smoothlyTrack performance metrics and prepare clear reports for leadershipDocument procedures, spot inefficiencies, and implement practical fixesPartner with product, finance, and compliance teams to resolve issues and improve the platformEscalate the right issues to leadership at the right time, with clear contextHelp train new team members and keep everyone current on policy changesEnsure the team follows data privacy, security, and fraud-prevention proceduresQualifications Strong critical thinking: you dig into problems, weigh the facts, and make good callsQuick learner who picks up new systems and processes fastPositive, can-do attitude, even on busy daysRoll-up-your-sleeves mindset: you jump in wherever neededIndependent judgment, with good instincts about when to escalateCalm under pressure with frustrated customers and high call volumeHigh integrity and discretion with sensitive financial and personal informationAttention to detail, since small errors with money matterAdvanced Excel skills, including pivot tables, lookups, and building reports5+ years in a contact center or customer operations, with at least 1 year of leadership or Subject Matter Expert experienceExperience in fintech, payments, financial services, or debt resolution is preferredWorking knowledge of compliance and regulations related to payments and financial dataClear, calm communication with customers, teammates, and cross-functional partnersBachelor’s degree in Business, Finance, Operations, or a related field (or equivalent experience) preferredFlexibility to occasionally cover early, late, or peak shiftsComfort working on-site in downtown Chicago officeCompensation & BenefitsSalary range: $70,000 – $83,000, depending on experienceHealth, dental, and vision insurance401(k) with company matchPaid time off and holidaysOn-site in our downtown Chicago officeFirmPath Payments is an equal opportunity employer and does not discriminate based on any characteristic protected by federal, state, or local law.