SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
PayJoy is a Public Benefit Corporation providing credit solutions to underserved customers in emerging markets. The company uses proprietary secured credit technology, machine learning, data science, and AI-driven fraud prevention to serve over 18 million customers as of 2025, achieving profitability and sustainable growth.
The Operations Support Supervisor role oversees customer support and clerk support operations across multiple channels and market segments (Operators, Multi-brands, PayJoy Kiosks, and Dealers). This is a hands-on management position requiring real-time supervision, operational excellence, and continuous improvement leadership.
Key Responsibilities:
Supervision & Real-Time Operations:
- Monitor KPIs for Customer Support and Clerk Support including CSAT, FRT, AHT, SLA, QA, adherence, and backlog
- Provide real-time coaching, feedback, and follow-up to agents; intervene in complex cases and demand peaks
- Plan schedules, coverage, breaks, and workload distribution across channels, markets, and support lines
- Track dashboards for process timing across support, clerk support, and sales stages; define action plans for deviations
- Coordinate incidents and escalations affecting service continuity, customer experience, clerk productivity, or commercial execution
Analysis, Management & Continuous Improvement:
- Analyze results, recurring causes, and operational trends with commercial leaders segmented by portfolio
- Coordinate cross-functionally with Sales, Product, Operations, Technology, Legal, and Compliance on process updates, risk mitigation, solutions, and improvements
- Cross-reference internal CSAT, QA, and operational data with outbound surveys and Zoho information to prioritize action plans and verify impact
- Conduct occasional field visits to gather direct feedback from clerks, commercial teams, and customers; identify improvement opportunities
- Identify, structure, and lead improvement projects with defined scope, owners, milestones, KPIs, and tracking
- Maintain updated and accessible support policies, playbooks, escalation routes, knowledge bases, and operational procedures
Requirements:
- Professional degree in Administration, Industrial Engineering, Communications, or related fields
- 2+ years of experience leading Customer Support, Clerk Support, CX, or multi-channel operations teams
- Solid knowledge of support and operations KPIs (CSAT, FRT, AHT, SLA, QA, adherence, backlog) and consumer protection regulations
- Practical experience with Zendesk, Zoho, or similar CRM systems; Excel or Google Sheets; operational dashboards; preferably Power BI
- Leadership, coaching, analysis, project management, and cross-functional stakeholder engagement skills
- Strong customer and partner orientation, sense of urgency, decision-making under pressure, and availability for occasional field visits
