Global Customer & Clerk Support Sr Manager

About the role

Payjoy is seeking a leader to oversee our global support operations for customers and retail partners. You will refine our service strategy to improve efficiency and ensure our financial products remain accessible to millions.

Key facts

What you'll do

• Create and execute global support strategies that improve the experience for both clerks and customers.
• Analyze existing support workflows to find inefficiencies and implement better solutions.
• Oversee the allocation of support staff resources.
• Coordinate with the Risk and Fraud departments to enforce fraud prevention measures.
• Maintain relationships with country managers and local commercial directors.
• Develop a global metrics framework to evaluate performance across internal teams and BPOs.
• Build a scalable quality assurance program that includes training, standardized service level agreements, and incentive structures.

Requirements

• 7+ years of operations experience within fast-growing startup environments.
• Background in leading large, complex support teams that involve commercial interaction.
• Proven ability to build processes or teams from the ground up.
• Experience managing BPO relationships.
• Demonstrated success in large-scale SaaS projects, such as CRM migrations.
• Proficiency in Microsoft Excel or Google Sheets with strong analytical skills.
• Bachelor degree in Finance, Accounting, Economics, Business Administration, or a related field.
• Experience working in regional capacities.

Nice to have

• MBA degree.
• Basic knowledge of SQL.

Skills & tools

• Operations Management
• BPO Oversight
• CRM Systems
• Data Analysis
• Google Sheets / Microsoft Excel
• Stakeholder Management

Practical notes

• Benefits include 100 percent company-funded private health insurance for you and your immediate family.
• You will receive 20 days of vacation.
• Additional perks include home office equipment, headphone stipends, and phone financing.
• You are eligible for a 2,000 USD annual professional development allowance.
• You are eligible for a 2,000 USD annual co-working travel allowance.