Payment Operations Specialist

Payment Operations Specialist 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to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails.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 structur ed 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 earl y 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 ownershi p 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 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. Compensation The base pay range for this role is $55,000 – $70,000 per year.