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PayJoy is a mission-driven Public Benefit Corporation providing secured credit solutions to underserved customers in emerging markets. The company has served over 18 million customers as of 2025 and operates profitably through innovative fintech technology, machine learning, and anti-fraud AI.
The D2C Bilingual Support Supervisor leads PayJoy's Direct-to-Consumer customer support and telesales operations in Brazil. This is a hands-on management role overseeing day-to-day operations of local BPO partners, with accountability for customer experience quality, operational efficiency, customer satisfaction metrics, and commercial conversion performance across chat and voice channels.
Key responsibilities include:
- Leading and optimizing D2C support and telesales operations
- Managing local BPO partner performance and service delivery
- Ensuring high service quality standards and operational efficiency
- Driving customer satisfaction and conversion metrics
- Collaborating with Marketing, QA, Training, and Product teams to improve customer journeys
- Implementing process improvements and operational best practices
The ideal candidate brings strong people leadership capabilities, operational excellence expertise, and a commercial mindset. Required experience includes managing e-commerce or telesales operations in fast-paced, high-growth environments. Bilingual proficiency (Portuguese and English) is essential for this Brazil-based role. The role suits someone who combines team leadership with a focus on measurable business outcomes and customer-centric operations.
