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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 as of 2025 and operates as a Public Benefit Corporation with a focus on financial stability and sustainable growth.
As Merchant Operations Supervisor, you will lead a team managing critical merchant and partner relationships. Your responsibilities include:
• Handle partner queries, support requests, and operational coordination, ensuring timely resolution while maintaining positive partner experience and owning the partner communication channel and NPS metrics.
• Manage merchant/partner onboarding end-to-end, including documentation, data entry, and record-keeping, while streamlining processes for accuracy and compliance.
• Oversee store-related operations including store creation, closure, and clerk management to ensure smooth operations.
• Optimize processes and identify bottlenecks, streamlining workflows and facilitating cross-functional collaboration.
• Provide technical guidance to customers on product/service usage and document issues with the merchant console, escalating complex issues appropriately.
• Standardize and localize partner onboarding and support processes, serving as a subject matter expert on partner concerns.
• Deliver weekly reports and recommendations for improved merchant experience to relevant managers.
This role requires leading a team of at least 3 subordinates in a fast-paced environment, with strong focus on data analysis, process optimization, and continuous improvement.
REQUIREMENTS:
• Bachelor's degree in industrial engineering, administration, or related field
• Minimum 2 years of leadership experience managing at least 3 subordinates in merchant support and business support roles in telecommunications, retail, and/or finance sectors in fast-paced environments
• Proficiency with Google Suite, Microsoft Excel, and analytics tools
• Familiarity with ZOHO, Zendesk, and other CRM systems (SQL experience is a plus)
• Robust knowledge and experience in data analysis
• Detail-oriented and process-oriented with experience working with robust SLAs
• Strong communication skills, problem-solving ability, and drive for continuous improvement
