Senior Support Operations Leader, Mexico

PayJoy, Inc; México; Híbrido; MXN 900.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits including dental and 视

Life insurance

Phone financing

Home office equipment

Wellness perks

30 days Christmas bonus

20 days vacation

Vacation premium

Saving funds

Co-working travel perk

Professional development

Catered lunches

Descripción de la vacante

PayJoy, Inc. in Mexico City seeks a Senior Manager of General Support to oversee the day-to-day operations of Customer and Clerk support teams, monitor metrics, and align with the Country Manager and Commercial Director to ensure local performance meets expectations.

The role drives standardization of global metrics, optimization of resources, and contributes to the new Global Support Ops organization, with a focus on improving customer experience and process efficiency.

Formación

• 7+ years of experience in Operations of high-growth startups.
• Experience managing large support teams with cross-functional overlap.
• MBA desired, regional exposure advantageous.
• Experience managing BPOs and SAAS migration projects.

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 Fraud/Risk teams.
• Stakeholder management with Country Manager and Commercial Director.
• Co-design scalable QA and training programs and global performance metrics.

Conocimientos

Operations management

Analytics

Excel

Google Sheets

SQL basics

BPO management

Regional exposure

Educación

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

MBA

Herramientas

Microsoft Excel

Google Sheets

Descripción del empleo

PayJoy, Inc. in Mexico City seeks a Senior Manager of General Support to oversee the day-to-day operations of Customer and Clerk support teams, monitor metrics, and align with the Country Manager and Commercial Director to ensure local performance meets expectations.

The role drives standardization of global metrics, optimization of resources, and contributes to the new Global Support Ops organization, with a focus on improving customer experience and process efficiency.