SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
PayJoy is a mission-driven fintech company providing secured credit solutions to underserved customers in emerging markets. The company has served over 18 million customers and operates profitably with advanced machine learning and anti-fraud AI capabilities.
The Merchant Operations Representative role is based in Jakarta and focuses on supporting PayJoy's merchant and partner ecosystem in Indonesia. This is a newly launched operations position reporting to the Merchant Operations Supervisor.
Key responsibilities include:
• Partner Support & Operations: Handle merchant and partner queries, support requests, and operational coordination. Ensure timely resolution of issues while maintaining positive partner experience. Own partner communication channels and NPS metrics.
• Documentation & Onboarding: Manage the complete merchant/partner onboarding process, including documentation, data entry, and record-keeping. Streamline workflows to ensure accuracy and compliance.
• Store Management: Oversee store-related tasks including creation, closure, and clerk management to ensure smooth operations.
• Operational Efficiency: Identify process bottlenecks, streamline workflows, and facilitate cross-functional collaboration. Standardize and localize partner onboarding and support processes.
• Quality Assurance: Execute quality control and maintenance activities. Perform outbound calls to customers and act as subject matter expert on partner issues.
• Reporting & Analysis: Provide weekly reports and recommendations for improved merchant experience. Perform data reconciliation of payments and disbursements in coordination with Finance. Manage store clerk and promoter documentation.
• Process Optimization: Align with PayJoy's global merchant support metrics and initiatives. Create guidance documents and optimize resource utilization.
The ideal candidate will be comfortable mentoring team members, fostering strong relationships across the organization, and driving continuous process improvement. This role is instrumental in establishing PayJoy's operations in Indonesia.
Requirements:
• Native fluency in Bahasa Indonesia (verbal and written)
• Basic English communication skills (verbal and written)
• Bachelor's degree or equivalent
• Minimum 1 year of experience in merchant support or business support (finance industry background preferred)
• Strong operations handling mentality with experience in both manual and automated work
• Intermediate data analysis knowledge and experience
• Detail and process-oriented with experience working with robust SLAs
• Proficiency with Google Suite (Sheets, Docs, Slides) and/or Microsoft Excel
• Self-driven with clear and persuasive communication skills
• Willing to work on-site in the SCBD area of Jakarta
• Reliable internet connection if working from home
• Interest in growing a career as a merchant operations professional and manager
• Alignment with PayJoy's principles and culture
• Plus: Experience with CRM tools, Google Script integration, and automation
