Indonesia Merchant Operations Lead

PayJoy, Inc; Jakarta Pusat; On-site; IDR 180,000,000 - 320,000,000; Full time

Job summary

PayJoy, Inc invites a Merchant Operations Supervisor to Indonesia to oversee onboarding, partner support, and process improvements. You will mentor a team, align with Commercial and Finance teams, and ensure merchant experiences meet PayJoy standards across countries.

The role emphasizes building scalable processes, localizing procedures for Indonesian partners, and delivering insights to stakeholders while maintaining strong relationships with merchants and clerks.

Qualifications

• Native Bahasa Indonesia and excellent English, both verbal and written.
• 3–6 years in merchant support / business support (finance industry preferred).
• Strong, hands-on understanding of Merchant KYB.
• Experience administering Zoho end-to-end (config, workflows, modules).
• Proven people management — has directly led at least 3 subordinates.
• Strong operations mindset with SLA-driven experience.
• Detail- and process-oriented with solid data analysis capability.
• Comfortable with Google Workspace and/or Excel.
• Bachelor's degree or equivalent.
• Willing to work on-site in the SCBD area in Jakarta.
• Reliable home internet for occasional remote work.
• Experience building and maintaining API integrations between Zoho and other systems.
• Strong SQL and Python skills for deeper analysis and automation.
• Experience with Zendesk or other CRM/support platforms beyond Zoho.
• Track record scaling operations in a high-growth fintech environment.

Responsibilities

• Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination.
• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation and data entry.
• Store Management: Oversee store-related tasks, clerk management, and operations.
• Operational Efficiency: Optimize processes and ensure cross-team collaboration.
• Provide technical guidance to customers on product usage.
• Document and elevate merchant console issues to higher-level support.
• Standardize, localize, and run onboarding and support processes.
• Act as a subject matter expert on partner concerns.
• Provide accurate information using the right tools and methods.
• Provide weekly reports with recommendations for merchant experience.
• Supervise data reconciliation of payments and disbursements with Finance.

Skills

Bahasa Indonesia (native)

English (excellent)

People management

Operations mindset

Data analysis

Education

Bachelor's degree or equivalent

Tools

Zoho end-to-end

Google Workspace

Microsoft Excel

Zendesk

API integrations (Zoho & systems)

SQL

Python

Job description

PayJoy, Inc invites a Merchant Operations Supervisor to Indonesia to oversee onboarding, partner support, and process improvements. You will mentor a team, align with Commercial and Finance teams, and ensure merchant experiences meet PayJoy standards across countries.

The role emphasizes building scalable processes, localizing procedures for Indonesian partners, and delivering insights to stakeholders while maintaining strong relationships with merchants and clerks.