Overview
About PayJoy
Full job description
About PayJoy
PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.
This role
Design and implement the global support strategies to maximize customer and clerk experience.
Identify current bottlenecks and issues in common all Support processes and propose improvements.
Optimize resource management of Support agents.
Align on and carry out Fraud Prevention strategy with Fraud/Risk teams.
Stakeholder management of local commercial director and country manager.
Co-design a global performance metrics system to compare performance across BPOs and internal Support teams
Co-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs
Experience in managing complex, large support teams with some commercial overlap/exposure
Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch
7+ years of experience working in Operations of high-growth startups
Advanced use of G-sheet/Microsoft Excel and comfort with analytics
Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields
Exposure to regional roles
Experience in managing BPOs
Experience in specific large scale SAAS projects (e.g. migration to a new CRM)
MBA desired
SQL basics desired
100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
Life insurance.
Phone finance, Headphone, home office equipment, and wellness perks.
30 days of Christmas bonus
20 days paid Vacation
50% Vacation premium
13% Saving funds
$2,000 MXN monthly grocery coupons
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Catered lunches
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