Head of Global Support Operations – Mexico

PayJoy; Ciudad de México; Presencial; MXN 1.000.000 - 2.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and dental plan

Life insurance

Wellness perks

30 days Christmas bonus

20 days paid Vacation

Co‑working travel perk

Professional development perk

Catered lunches

Descripción de la vacante

PayJoy in Mexico is seeking a Senior Manager of General Support to lead day-to-day operations of Customer and Clerk support teams in the country. You will monitor key metrics such as average handle time and first reply time, while forging strong alliances with the Country Manager and Commercial Director to standardize global metrics and optimize resources.

You will drive product improvements and oversee a scalable QA framework, ensuring the teams deliver exceptional service for PayJoy’s

Formación

• Experience leading large support teams with some commercial overlap
• Built teams or processes from scratch in 0 to 1 initiatives
• 7+ years in operations of high-growth startups
• Advanced use of Excel or Google Sheets with analytics
• Bachelor-level degree in business/finance related fields; MBA desirable

Responsabilidades

• 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 local country leadership
• Co-design a global performance metrics system for cross-country comparison
• Develop scalable QA and training programs with incentive/SLAs

Conocimientos

Team leadership

Operations management

Data analytics

Excel / Google Sheets

Cross-functional collaboration

Process improvement

SAAS knowledge

Educación

Bachelor's degree in Business Administration, Economics, Finance, Accounting

MBA desired

Herramientas

SQL basics

CRM systems

Descripción del empleo

PayJoy in Mexico is seeking a Senior Manager of General Support to lead day-to-day operations of Customer and Clerk support teams in the country. You will monitor key metrics such as average handle time and first reply time, while forging strong alliances with the Country Manager and Commercial Director to standardize global metrics and optimize resources.

You will drive product improvements and oversee a scalable QA framework, ensuring the teams deliver exceptional service for PayJoy’s