Fintech Customer Operations Leader - On-site Chicago

FirmPath Payments; Chicago (IL); On-site; USD 70,000 - 83,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) with company match

Paid time off and holidays

On-site in downtown Chicago

Job summary

FirmPath Payments, a fintech platform for debt settlement agencies, seeks a Customer Operations Lead to oversee daily support and operational workflows in our downtown Chicago office. You’ll lead a small, close-knit team, drive process improvements, and ensure compliance in all customer interactions.

The role requires hands-on leadership, strong analytical skills, and the ability to coach teammates while maintaining high service standards.

Qualifications

• 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.

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

Skills

Critical thinking

Quick learner

Roll-up-your-sleeves

Independent judgment

Calm under pressure

Data privacy & security

Attention to detail

Advanced Excel

Leadership in contact center

Education

Bachelor’s degree in Business/Finance/Operations

Tools

Excel

Job description

FirmPath Payments, a fintech platform for debt settlement agencies, seeks a Customer Operations Lead to oversee daily support and operational workflows in our downtown Chicago office. You’ll lead a small, close-knit team, drive process improvements, and ensure compliance in all customer interactions.

The role requires hands-on leadership, strong analytical skills, and the ability to coach teammates while maintaining high service standards.