Senior Manager, Global Support Operations – Mexico

StartX; México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and dental plan

Life insurance

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, improve and standardize support metrics, collaborating with local leadership to meet regional expectations and align with global initiatives.

The role focuses on optimizing resource use, implementing fraud prevention strategies with risk teams, and driving scalable QA and training programs across BPOs and internal teams.

Formación

• 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.

Responsabilidades

• 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

Conocimientos

Operations management

Analytical skills

Advanced Excel

Regional experience

Educación

Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields

MBA

Herramientas

SQL basics

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, improve and standardize support metrics, collaborating with local leadership to meet regional expectations and align with global initiatives.

The role focuses on optimizing resource use, implementing fraud prevention strategies with risk teams, and driving scalable QA and training programs across BPOs and internal teams.