General Support Senior Manager

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