Support Lead - Remote & Operations

Summary:

This role is ideal for an operations-focused professional who enjoys leading through influence, solving problems, improving processes, and supporting a high-quality client experience. The Choice Pay Team Lead is responsible for managing a team of payment support specialists, including setting performance expectations, providing coaching and development, conducting performance appraisals, and supporting colleague engagement and accountability. In addition, the Team Lead helps coordinate daily service and campaign operations, including work assignments, campaign readiness, execution, client support activity, quality control, procedure adherence, and operational follow-up.

The Team Lead serves as a resource for payment support specialists and works closely with Product, Technology, Sales, Risk, Compliance, vendors, and other internal partners to resolve escalations, support client needs, and drive continuous improvement.

Description

Summary:

This role is ideal for an operations-focused professional who enjoys leading through influence, solving problems, improving processes, and supporting a high-quality client experience. The Choice Pay Team Lead is responsible for managing a team of payment support specialists, including setting performance expectations, providing coaching and development, conducting performance appraisals, and supporting colleague engagement and accountability. In addition, the Team Lead helps coordinate daily service and campaign operations, including work assignments, campaign readiness, execution, client support activity, quality control, procedure adherence, and operational follow-up.

The Team Lead serves as a resource for payment support specialists and works closely with Product, Technology, Sales, Risk, Compliance, vendors, and other internal partners to resolve escalations, support client needs, and drive continuous improvement.

Duties And Responsibilities

• Coordinate daily Choice Pay workflow, including campaign readiness, campaign execution, work assignment, client support activity, and operational follow-up to help ensure timely and accurate execution.
• Provide day-to-day guidance, coaching, and support to payment support specialists by helping prioritize work, support coverage needs and promote consistent procedure execution.
• Support Choice Pay campaign processing for new and existing clients, including setup coordination, payee file review, screening-related process support, data validation evidence, activation readiness, and post-launch monitoring.
• Complete quality control activities related to campaign setup, data validation, billing support, documentation retention, and required operational control evidence.
• Serve as a subject matter resource and escalation point for complex client, payee, vendor, and internal partner inquiries related to Choice Pay servicing and campaign activity.
• Collaborate with payment providers and cross-functional partners, including Product, Technology, Sales, Risk, and Compliance, to troubleshoot issues, support enhancements, participate in testing, and communicate operational impacts.
• Participate in and as needed, facilitate daily stand-up discussions to review upcoming campaigns, identify blockers, confirm ownership, and support operational readiness.
• Develop, review, and maintain job aids, procedures, tracking tools, and documentation to support consistency, audit readiness, and scalable team operations.
• Monitor operational performance, service levels, workload trends, ticket activity, billing support, and campaign volumes, and provide updates or recommendations to leadership as needed.
• Support client demonstrations, new client information calls, training coordination, ad hoc requests, and other activities related to Choice Pay servicing and adoption.
• Perform other duties as assigned.

• Bachelor’s Degree
• 5+ years of related experience in operations, payments, financial services, client support, or a related field
• Experience providing team guidance, workflow coordination, coaching, quality control, and operational escalation support

• Previous supervisory or team leadership experience in banking,…