PayJoy

Provides credit access via device-collateral loans

Merchant Operations Supervisor

Customer SupportUpdated on Nov 12

Full-timeTaguig, Metro Manila, PhilippinesNo salary listedHybrid

About the Job

Requirements

A bachelor's degree in industrial engineering, administration, or a related field is required.
At least two years of experience leading at least three subordinates in merchant support and business support in sectors such as telecommunications, retail, or finance in a fast-paced environment is required.
Comfort working with Google Suite, Microsoft Excel, and analytics is required; familiarity with Zoho, Zendesk, and other customer relationship management systems is desired, as is prior technical experience with SQL.
Robust knowledge and experience in data analysis are required.
A detailed, process-oriented approach and experience working with robust service-level agreements are required.
Self-orientation, drive, and the ability to communicate clearly and persuasively with customers are required.
The ability to communicate ideas assertively, solve problems effectively, and maintain a focus on continuous improvement is required.

Responsibilities

Handle partner queries, support requests, and operational coordination; ensure timely and efficient issue resolution while maintaining a positive partner experience; and own the partner communication channel and net promoter score.
Manage merchant and partner onboarding, including documentation, data entry, and record-keeping, and streamline onboarding for accuracy and compliance.
Oversee store-related tasks, including creation, closure, and clerk management, ensuring smooth store operations and effective clerk management.
Optimize processes, identify bottlenecks, streamline workflows, and facilitate collaboration and communication between teams.
Provide technical guidance to customers on using products or services effectively and efficiently.
Document and escalate issues with the merchant console, referring complex issues to higher-level support personnel.
Standardize, localize, and run partner onboarding and support processes.
Act as a subject matter expert on specific issues and concerns raised by partners.
Provide accurate, valid, and complete information using appropriate methods and tools.
Provide weekly reports and recommendations to related managers to improve the merchant experience.

Desired Qualifications

Experience designing and maintaining automations, including workflows, blueprints, assignment rules, and scoring rules, and integrations across the Zoho suite to reduce manual work and enforce process consistency.
Mastery of AI tools such as Claude to design, maintain, and improve automation, with demonstrated prior experience using these tools.
Experience supporting integrations and data flows between Zoho CRM and other tools.
Hands-on experience administering and configuring Zoho CRM; familiarity with Zoho One tools including Analytics, Campaigns, Desk, Flow, and Creator; strong spreadsheet skills in Excel or Google Sheets; and a basic understanding of APIs and integrations.
Experience in fast-growing companies in Southeast Asia, including e-commerce, ride-hailing, fintech, or other fast-growing technology companies or startups.
Familiarity with analytics and business intelligence tools such as Hex, Mode Analytics, Tableau, Looker, or Power BI; customer relationship management tools such as Zoho; and ticketing tools such as Zendesk or Jira.
Zoho certifications; experience with SQL or business intelligence tools such as Hex, Mode Analytics, Tableau, Looker, or Power BI; and intermediate or advanced English proficiency.
Prior experience in a similar customer relationship management-heavy role requiring mastery of customer relationship management tools.

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

The Merchant Operations Supervisor is responsible to mentoring and guiding a team focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience., included taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders.

Responsibilities

Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS.

Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.

Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.

Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.

Provide technical guidance to the customer on using a product or service effectively and efficiently.

Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.

Standardize, localize, and run the partners' onboarding and support processes

Act as a subject matter expert regarding specific issues and concerns raised by the partners.

Provide accurate, valid, and complete information by using the right methods/tools

Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

Requirements

Bachelor's degree in industrial engineering, administration, or a related field.

Experience of 2 years lead at least 3 subordinates in merchant support and business support in sectors such as telecommunications, retail, and/or finance in a fast-paced environment.

Comfortable working on Google Suite, Microsoft Excel, and analytics,Familiarity with ZOHO, Zendesk, and other CRM systems and previous technical experience (SQL) is a plus.

Robust knowledge and experience in data analysis

Must be detailed and process-oriented, and have experience working with robust SLAs.

Self-orientation, drive, and ability to communicate clearly and persuasively to customers.

Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

Preferred

Experience in Designing and maintaining automations (workflows, blueprints, assignment and scoring rules) and integrations across the Zoho suite to reduce manual work and enforce process consistency

Mastery in AI tools (like Claude, etc) to design,maintain, and improve automation. Proven ability and prior experience exhibiting mastery in AI tools are desirable.

Experience in Supporting integrations and data flows between Zoho CRM and other tools

Software / tools: Hands-on experience administering and configuring Zoho CRM. Familiarity with the broader Zoho One suite (Analytics, Campaigns, Desk, Flow, Creator) is highly valued, along with solid spreadsheet skills (Excel / Google Sheets) and a basic understanding of APIs and integrations.

Experience working in fast growing companies in SEA (e-commerce, ride-hailing, ,fintech, and other fast growing tech startups / companies).

Familiarity with analytics and BI tools (e.g., Hex, Mode Analytics, Tableau, Looker, Power BI); and other type of tools (CRM: Zoho, Ticketing: Zendesk, Jira) is a plus

Zoho certifications; experience with SQL or BI tools(e.g., Hex, Mode Analytics, Tableau, Looker, Power BI); intermediate / advanced English,;

Prior experience in a similar CRM-heavy role whereby mastery in the use of CRM (any) tools was required.

Benefits

100% Company Funded : Private Health Insurance for employee and immediate family

20 days vacation

Phone finance, Headphone, home office equipment and wellness perks.

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Catered Lunch

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

About the Company

PayJoy

Provides credit access via device-collateral loans

PayJoy helps people in emerging markets access credit to buy smartphones and other devices by partnering with local banks and retailers. Its system uses mobile locking technology and data science to let customers pay over time, with the device serving as collateral and remaining locked until payments are made; if needed, the lender can immobilize the device. Unlike traditional lenders, PayJoy works in markets with limited banking by combining device collateral with fintech and retailer partnerships to extend credit to the unbanked. Its goal is to expand affordable device access, improve consumer financial inclusion, and support growth in developing economies.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $606.9M
Headquarters: San Francisco, CA
Founded: 2015

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