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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 with advanced machine learning, data science, and anti-fraud AI capabilities.
As General Support Senior Manager, you will lead global customer support strategy and operations. This is a high-impact role overseeing complex, large-scale support teams with commercial responsibilities across multiple regions and business process outsourcing (BPO) partners.
Key Responsibilities:
- Design and implement global support strategies to maximize customer and clerk experience
- Identify bottlenecks and inefficiencies in support processes and drive improvements
- Optimize resource management across support agents and teams
- Align and execute fraud prevention strategy in collaboration with Fraud/Risk teams
- Manage stakeholder relationships with local commercial directors and country managers
- Co-design a global performance metrics system to benchmark performance across BPOs and internal teams
- Co-design a scalable QA strategy to identify improvement areas, develop training systems, and standardize incentives and SLAs
This role requires building and scaling support operations from the ground up, managing regional teams, and driving process standardization across geographies.
Requirements:
- 7+ years of operations experience in high-growth startups
- Proven experience managing complex, large support teams with commercial exposure
- Demonstrated "0 to 1" experience building teams or processes from scratch
- Experience managing BPOs (Business Process Outsourcing partners)
- Regional role exposure
- Advanced proficiency with Google Sheets and Microsoft Excel; comfort with analytics
- Bachelor's degree in Business Administration, Economics, Finance, Accounting, or related field
- Experience with large-scale SaaS projects (e.g., CRM migrations)
- MBA preferred
- SQL basics preferred
