Merchant Operations Supervisor

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 The Merchant Operations Supervisor is responsible to mentoring and guiding a team focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience., included taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. Responsibilities

Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS.

Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.

Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.

Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.

Provide technical guidance to the customer on using a product or service effectively and efficiently.

Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.

Standardize, localize, and run the partners' onboarding and support processes

Act as a subject matter expert regarding specific issues and concerns raised by the partners.

Provide accurate, valid, and complete information by using the right methods/tools

Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

Requirements

Bachelor's degree in industrial engineering, administration, or a related field.

Experience of 2 years lead at least 3 subordinates in merchant support and business support in sectors such as telecommunications, retail, and/or finance in a fast-paced environment.

Comfortable working on Google Suite, Microsoft Excel, and analytics,Familiarity with ZOHO, Zendesk, and other CRM systems and previous technical experience (SQL) is a plus.

Robust knowledge and experience in data analysis

Must be detailed and process-oriented, and have experience working with robust SLAs.

Self-orientation, drive, and ability to communicate clearly and persuasively to customers.

Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

Preferred

Experience in Designing and maintaining automations (workflows, blueprints, assignment and scoring rules) and integrations across the Zoho suite to reduce manual work and enforce process consistency

Mastery in AI tools (like Claude, etc) to design,maintain, and improve automation. Proven ability and prior experience exhibiting mastery in AI tools are desirable.

Experience in Supporting integrations and data flows between Zoho CRM and other tools

Software / tools: Hands-on experience administering and configuring Zoho CRM. Familiarity with the broader Zoho One suite (Analytics, Campaigns, Desk, Flow, Creator) is highly valued, along with solid spreadsheet skills (Excel / Google Sheets) and a basic understanding of APIs and integrations.

Experience working in fast growing companies in SEA (e-commerce, ride-hailing, ,fintech, and other fast growing tech startups / companies).

Familiarity with analytics and BI tools (e.g., Hex, Mode Analytics, Tableau, Looker, Power BI); and other type of tools (CRM: Zoho, Ticketing: Zendesk, Jira) is a plus

Zoho certifications; experience with SQL or BI tools(e.g., Hex, Mode Analytics, Tableau, Looker, Power BI); intermediate / advanced English,;

Prior experience in a similar CRM-heavy role whereby mastery in the use of CRM (any) tools was required.

Benefits

100% Company Funded : Private Health Insurance for employee and immediate family

20 days vacation

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

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Catered Lunch

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