Telesales 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

This position is responsible for owning and managing the day-to-day operations of the Telesales channel for Personal Finance (PF), across both inbound and outbound streams. The Telesales Operations Supervisor ensures the channel consistently delivers against SLAs, maintains healthy acquisition costs, and drives sales conversion rates. The role has full ownership of operations, procedures, BPO management, CAC, and sales conversion rate performance.

Key Responsibilities:
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Own the end-to-end telesales operations: ensure BPO partners deliver against agreed SLAs, monitor and control CAC and incremental CAC, and plan, deploy, and iterate on campaigns according to business needs and priorities.

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Own and manage the tooling stack used by the telesales team, ensuring tools are properly configured, maintained, and leveraged to maximize operational efficiency.

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Define and enforce operational best practices across the telesales channel, ensuring quality, consistency, and compliance in all customer interactions.

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Collaborate with Marketing, Product, and Product Marketing teams to surface insights from customer conversations and translate them into improvements to customer-facing aspects of the product.

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Partner with the Analytics team to establish measurement frameworks, track channel KPIs, and report on performance with accuracy and rigor.

Qualifications:
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Bachelor's degree in Marketing, Business, or a related field — or equivalent practical experience in a similar role.

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Strong understanding of D2C sales operations, including inbound and outbound channel dynamics.

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Proven experience managing BPO partners and coordinating across cross-functional stakeholders.

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Excellent project management and communication skills, with the ability to operate effectively across functions and levels of seniority.

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Intermediate to advanced SQL skills.

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Hands-on experience working within or alongside sales channels.

Nice to Have

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Fluency in English (written and spoken).

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Experience designing and interpreting A/B tests.

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