General Support Senior Manager
Job description
General Support Senior Manager at Payjoy.
About the role
Payjoy provides credit access to underserved populations in emerging markets through secured financing and card products. We are seeking a leader to oversee our global support operations and ensure our service quality matches our rapid growth. You will refine our processes, manage external partners, and collaborate with risk teams to support our mission of financial inclusion.
Key facts
What you'll do
- Create and execute global support strategies to improve experiences for both customers and retail clerks.
- Pinpoint operational inefficiencies and develop solutions to resolve them.
- Manage support agent resource allocation.
- Coordinate with Fraud and Risk departments to implement prevention strategies.
- Maintain relationships with country managers and commercial directors.
- Develop a global metrics framework to evaluate internal teams and BPO performance.
- Build a scalable quality assurance program, including training protocols, incentive structures, and service level agreements.
Requirements
- Bachelor degree in Finance, Economics, Business Administration, Accounting, or a related field.
- 7+ years of operations experience within high-growth startup environments.
- Background in managing large, complex support organizations with commercial responsibilities.
- Experience building teams or operational processes from the ground up.
- Proven history of managing BPO partnerships.
- Experience with large-scale SaaS implementations, such as CRM migrations.
- Advanced proficiency in Microsoft Excel and Google Sheets.
- Experience working in regional roles.
Nice to have
- MBA degree.
- Basic SQL skills.
Skills & tools
- Operations management
- BPO oversight
- CRM implementation
- Data analysis
- Stakeholder management
- Google Sheets and Microsoft Excel
Practical notes
Benefits include 100 percent company-funded health insurance, plus dental and vision discounts for you and your family. We provide life insurance, 30 days of Christmas bonus, 20 days of paid vacation, a 50 percent vacation premium, 13 percent saving funds, and 2,000 MXN in monthly grocery coupons. Additional perks include catered lunches, home office equipment, phone financing, headphones, and wellness benefits. You will also receive 2,000 USD annually for professional development and 2,000 USD annually for co-working travel. Payjoy is an equal opportunity employer.