General Support Senior Manager

PayJoy, Inc; Bengaluru; Sur place; INR 4 200 000 - 6 500 000; Plein temps

Avantages offerts par ce poste

Private Health Insurance

Pension Fund

Life & Disability Insurance

Vacation & Sick Leave

Co-working Travel perk

Professional Development perk

Phone & Home Office perks

Catered Lunch

Résumé du poste

PayJoy, Inc is seeking a Senior Manager of General Support for India to oversee day-to-day operations of Customer and Clerk support teams. You will drive metrics like AHT, FRT, and customer satisfaction, while aligning with the Country Manager and Commercial Director to standardize global metrics and optimize resources.

You will help shape a Global Support Ops function, partner with Fraud/Risk teams, and advance product improvements to support PayJoy’s mission in India.

Qualifications

• Experience in managing large support teams with commercial overlap
• Experience building teams/processes from scratch (0 to 1)
• 7+ years in Operations of high-growth startups
• Advanced use of spreadsheets and analytics tools
• Bachelor degree in business/related field; MBA desirable

Responsabilités

• Design and implement global support strategies to maximize customer and clerk experience
• Identify bottlenecks in support processes and propose improvements
• Optimize resource management of Support agents
• Align on Fraud Prevention strategy with Risk teams
• Stakeholder management with Country Manager and Commercial Director
• Co-design global performance metrics system across BPOs and internal teams
• Co-design scalable QA strategy and training system with incentives/SLAs

Connaissances

Excel

SQL basics

Data analytics

Operations lead

Formation

Bachelor in Business Administration

MBA

Outils

G-Suite

CRM systems

BI tools

Description du poste

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 Senior Manager of General Support - India will be responsible for managing the day to day operations of all Customer and Clerk support teams in India. In this role, they will monitor and improve support metrics (e.g. average handle time, first reply time, clerk satisfaction and customer satisfaction) and make sure that the teams are effectively supporting the experience of our customers in the country. Additionally, they will forge strong alliances with key stakeholders such as the Country Manager and Commercial Director in India, making sure that each team is performing according to local expectations. Additionally, this role will push for standardization of global metrics and initiatives (e.g. align a common cross-country approach for support agent QA ratings), seek for optimization of resources (e.g. tools and licenses cost), and product improvements. This role will be instrumental in the new Global Support Ops organization.

At PayJoy, we transform lives by unlocking access to the modern financial system. Your role will help empower underserved individuals to step into a brighter financial future.

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

Requirements

• 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 : Private Health Insurance for employee and immediate family
• Pension Fund
• Company-funded employee life and disability insurance
• 20 days vacation, unlimited sick leave
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Phone Finance, headphone benefit, home office equipment allowance and wellness perks
• 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