PayJoy

General Support Senior Manager

Mexico

Full-Time

TLDR

Lead day-to-day customer and clerk support, standardize global metrics, and drive scalable QA and resource optimization in Global Support Ops.

About PayJoy PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth. This role Key Responsibilities

Design and implement the global support strategies to maximize customer and clerk experience.

Identify current bottlenecks and issues in common all Support processes and propose improvements.

Optimize resource management of Support agents.

Align on and carry out Fraud Prevention strategy with Fraud/Risk teams.

Stakeholder management of local commercial director and country manager.

Co-design a global performance metrics system to compare performance across BPOs and internal Support teams

Co-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs

Qualifications

Experience in managing complex, large support teams with some commercial overlap/exposure

Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch

7+ years of experience working in Operations of high-growth startups

Advanced use of G-sheet/Microsoft Excel and comfort with analytics

Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields

Exposure to regional roles

Experience in managing BPOs

Experience in specific large scale SAAS projects (e.g. migration to a new CRM)

MBA desired

SQL basics desired

Benefits

100% Company-funded Health and dental and vision discount plan for employees and immediate family members.

Life insurance.

Phone finance, Headphone, home office equipment, and wellness perks.

30 days of Christmas bonus

20 days paid Vacation

50% Vacation premium

13% Saving funds

$2,000 MXN monthly grocery coupons

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Catered lunches

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

Benefits

Free Meals & Snacks

Catered lunches

Health Insurance

100% Company-funded Health and dental and vision discount plan for employees and immediate family members.

Home Office Stipend

$2,000 MXN monthly grocery coupons

Learning Budget

$2,000 USD annual Professional Development perk

13% saving funds

Paid Time Off

50% Vacation premium

Remote-Friendly

$2,000 USD annual Co-working Travel perk

Wellness Stipend

Phone finance, Headphone, home office equipment, and wellness perks.

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PayJoy

PayJoy is a credit provider focused on empowering under-served customers in emerging markets to achieve financial stability. Our patented secured credit technology opens the door for these individuals to access credit systems through innovative point-of-sale financing and credit cards. By leveraging machine learning and data science, we help our customers thrive as micro-entrepreneurs and navigate economic challenges effectively.

Founded: Founded 2015
Employees: 51-200 employees
Industry: Internet Software & Services
Total raised: $86M raised

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