Payment Operations Specialist

Aeropay•Aeropay HQ,

8h•Hybrid

About The Position

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to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails.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.

Requirements

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

Responsibilities

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
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
Process requests and early warning alerts to ensure healthy transactions and effective risk management
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
Take ownership of payment issues, working with external partners to troubleshoot and resolve them
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