Customer Operations Lead

FirmPath Payments · Chicago, Illinois

FULL TIME

Job Description

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

401(k) with company match

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.

Company	FirmPath Payments
Location	Chicago, Illinois
Type	FULL TIME
Niche	Professional services managers not elsewhere classified