Payment Operations Specialist

Aeropay; Chicago (IL); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental & Vision

Maternity/Paternity Leave

401(k) Employer Match

Flexible PTO

Job summary

Aeropay, a Chicago-based fintech, seeks a Payment Operations Specialist to support end users with account setup, bank linking, and day-to-day payment questions. The role focuses on real-time chat, issue resolution, and collaboration with cross-functional teams to keep the payment network healthy.

Ideal candidates have 1–3 years in a fast-paced customer-facing role, excellent communication skills, and a proactive approach to problem-solving.

Qualifications

• 1–3 years of experience in a high-volume, customer-facing role.
• Comfortable managing high ticket volume with multitasking under pressure.
• Excellent verbal and written communication, especially over live chat.
• Strong analytical and problem-solving skills; strategic thinking to spot patterns.

Responsibilities

• Own and manage high-volume live chat queues in structured shift windows, providing swift support.
• Monitor daily activity on the Aeropay payment network to ensure transactions are processing correctly.
• Guide customers through account setup and bank linking, step by step through the payment process.
• Troubleshoot and resolve technical issues, balancing account-related requests with technical troubleshooting.
• Process requests and early warning alerts to ensure healthy transactions and risk management.
• Collaborate with the development team to automate tasks and improve tools; maintain SOPs.

Skills

Customer support

Live chat

Multitasking

Analytical thinking

Communication

Teamwork

Job description

About Us

We have been recognized as one of Built In Chicago’s Best Startups to Work for in 2026! Aeropay is a financial technology company modernizing money movement with pay by bank solutions. Headquartered in Chicago and backed by leading investors, Aeropay enables businesses to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails. Powering online checkouts, in-store transactions and embedded payments, Aeropay’s flexible APIs and integrations are built on a secure and scalable infrastructure with compliance at the core. In industries where risk mitigation and user experience matter most, our platform gives our partners a faster, safer and more intuitive way to pay.

Reports to: Payment Operations Manager

FLSA Status: Exempt

About Us

We have been recognized as one of Built In Chicago’s Best Startups to Work for in 2026! Aeropay is a financial technology company modernizing money movement with pay by bank solutions. Headquartered in Chicago and backed by leading investors, Aeropay enables businesses to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails. Powering online checkouts, in-store transactions and embedded payments, Aeropay’s flexible APIs and integrations are built on a secure and scalable infrastructure with compliance at the core. In industries where risk mitigation and user experience matter most, our platform gives our partners a faster, safer and more intuitive way to pay.

Aeropay is redefining what it means to pay—and get paid—by bank.

Position Overview

The Payment Operations Specialist is the front line for Aeropay's end users, managing high volume, real-time chat support to guide customers through account setup, bank linking and everyday payment questions. This role plays a crucial part in maintaining the day to day health of Aeropay's payment network, monitoring transaction activity, resolving technical error codes and partnering with cross functional teams to keep risk and volume in check, especially during seasonal peaks. We're looking for a strategic thinker who thrives on multitasking, stays composed under high ticket volume and takes ownership of the customer experience from day one.

Key Responsibilities

Chat & Ticket Management

• Own and manage high-volume live chat queues in structured shift windows, providing swift support to Aeropay's end users
• Monitor daily activity on the Aeropay payment network to ensure transactions are processing as expected

Customer & Technical Support

• Guide customers through account setup and bank linking, walking them through the payment process step by step
• Troubleshoot and resolve technical issues, dividing attention evenly between account-related requests and technical troubleshooting

Alert & Risk Management

• Process requests and early warning alerts to ensure healthy transactions and effective risk management

Process Improvement

• Collaborate with the development team to enhance tools, automate routine tasks and address recurring issues
• Maintain and continuously improve SOPs and documentation to support a growing, high-performance team

Issue Resolution

• Take ownership of payment issues, working with external partners to troubleshoot and resolve them

Cross-Functional Support

• Support the broader Aeropay team when needed, maintaining effective communication with internal stakeholders, including company officers, directors and managers
• Help absorb seasonal spikes in ticket volume

Qualifications

• 1-3 years of experience in a high-volume, customer-facing role
• Comfortable managing high ticket volume with strong multitasking skills and the ability to stay composed under pressure
• Excellent verbal and written communication skills, especially over live chat
• Strong analytical and problem-solving skills; a strategic thinker who spots patterns in addition to closing tickets
• Excellent organizational skills and attention to detail
• Prior experience working as part of a team, with an openness to coaching

Working Location, Compensation & Benefits

• This role is expected to be in office at Aeropay’s Chicago HQ a minimum of three days per week prior to 4/6/26 and Monday through Thursday following 4/6/26
• Benefits Offered:
  • Comprehensive Medical, Dental & Vision Coverage
  • Maternity/Paternity Leave
  • 401(k) Employer Match
  • Flexible PTO

Compensation

• The base pay range for this role is $55,000 – $70,000 per year.

NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.

Aeropay is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation and the overall success of our business. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, parental status, genetic history, political affiliation or any other status protected by the laws or regulations in the locations in which we operate.