AERO PAYMENTS, INC

Merchant Operations Specialist

Last reviewed: 9/24/25

Reports to: Sr. Payment Operations Manager

FLSA Status: Exempt

About Us:

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to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails.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

Aeropay is looking for a proactive and detail-oriented Merchant Operations Specialist to join our growing team. This role is dedicated to handling real-time merchant escalations and transactional issues, serving as the primary point of contact for urgent, complex problems. Sitting at the intersection of Operations, Support, Fraud and Client Experience, you will own escalations from start to finish, ensuring timely resolutions while providing merchants with clear and accurate communication. As Aeropay continues to grow, this role is vital in meeting SLAs, strengthening merchant relationships and building scalable escalation processes.

Key Responsibilities:

Real-Time Merchant Escalations:

• Act as the primary point of contact for urgent merchant escalations related to payments, transaction anomalies, account access or platform errors
• Communicate directly with merchants via Slack, email and video calls to resolve issues quickly and professionally
• Ensure clear internal documentation of every issue, with timely hand-offs or follow-ups across internal teams

End-to-End Issue Ownership:

• Take full ownership of escalated support cases — seeing them through from intake to resolution
• Triage issues and route them appropriately to cross-functional stakeholders (Risk, Fraud, Compliance, Product, Engineering, etc.)
• Maintain accountability and visibility on outstanding issues and drive them to resolution within established SLAs

Operational Communication & Process-Scaling:

• Collaborate with the Payment Operations and Client Experience teams to standardize merchant messaging, ensuring accuracy, compliance and clarity
• Contribute to building scalable workflows for handling recurring issue types or partner requests
• Proactively identify gaps in escalation handling or client communication and drive continuous improvements to workflows and merchant communication strategies

Qualifications:

• 2+ years of customer-facing experience (customer support, client success, technical account management or operations) in FinTech, payments, SaaS and/or banking
• Understanding of transaction processing, ACH payments or fintech products, with a willingness to get up to speed quickly
• Experience communicating directly with clients or merchants via email, phone or video in fast-paced environments
• Skilled at maintaining composure under pressure and delivering clear, empathetic updates during escalations
• Excellent written and verbal communication skills — able to translate complex technical issues into clear business language
• Highly organized, accountable and motivated to drive tasks through to completion
• Familiarity with support platforms (e.g. Zendesk, Salesforce), fraud/risk systems or internal tooling a plus
• Ability to prioritize and solve problems under tight deadlines while managing multiple merchant relationships

Compensation & Benefits:

• Please note this role will have a staggered weekday/weekend work schedule
• Salary Range: $55K - $70K base salary
• Benefits Offered:
  • Medical, Dental & Vision Coverage
  • Flexible PTO
  • 401(k) Employer Match
  • Maternity/Paternity Leave

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.