Clerk Support Manager - D2C Global

About PayJoy

PayJoy 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 credit cards, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and provide safety 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 Customer Support Manager is responsible for performing and supervising the activities guided to obtain maximum efficiency, productivity, customer satisfaction and profitability within the Customer Support Area.

Key responsibilities:
• Lead and Manage the performance and development of the local customer support team, ensuring alignment with commercial and customer experience objectives.
• Develop and execute global D2C support and sales strategies, or given the case, tailored solutions to the unique needs of the local market, ensuring consistency and high-quality service.
• Develop and continuously optimize conversation flows and chat scripts focused on motivating customers to complete financing in-store.
• Cross-Functional Collaboration with various departments, such as product and operations, to align customer support efforts with broader company goals.
• Establish global operating standards for chat-based customer support and conversion, and analyze key performance metrics, generate reports, and provide actionable insights to improve customer support operations.
• Collect and act on feedback from customers and team members to continuously refine support processes and enhance customer satisfaction.
• Handle escalated customer issues and emergencies effectively, ensuring swift and satisfactory resolution.
• Regularly communicate with stakeholders such as senior management and key stakeholders to provide updates on regional performance, challenges, and opportunities, ensuring alignment with the company’s overall objectives.
• Manage and develop regional team leads, fostering accountability, ownership, and continuous improvement.
• Ensure compliance with data protection, privacy, and internal operational policies.

Qualifications :
• University studies in related areas such as Business Administration, Communications or similar.
• 5 years of experience in a leadership role as Customer Support Management within fast growing companies, preferably in a regional or multinational context.
• Problem-solving abilities, and the capability to provide and act on constructive feedback to drive continuous improvement and maintain high customer satisfaction levels.
• Strategic Thinking: Ability to develop and implement scalable strategies that align with both regional and global objectives
• Strong leadership and communication skills, enabling effective collaboration with diverse teams across multiple countries.
• Deep understanding of customer service best practices and the ability to analyze and adapt to market-specific needs.
• Proficiency in managing and training support staff, coupled with strategic thinking to implement scalable solutions, is essential.
• Technological Proficiency: Familiarity with customer support software and tools (Specially zendesk)
• Excel and google sheet proficiency: Medium to Advanced
• Desirable experience in managing BPO, expertise in customer experience methodologies and best practices which improve overall customer satisfaction and loyalty.

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