Clerk Support Supervisor

Lever, Inc.; Taguig; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance (employee + family)

20 days vacation

Co-working/Travel perk

Professional development perk

Catered lunch

Home office equipment & wellness perks

Job summary

PayJoy in Manila is seeking a Clerk Support Supervisor to ensure effective support to customers and resolve queries through the support team, while analyzing feedback to improve service quality. You will monitor daily clerk support operations, coach staff, document policies, track performance, and coordinate with Legal & Compliance to handle claims and complaints.

This role requires 2 years in customer service leadership, familiarity with Zendesk, Excel, Google Sheets, and Power BI, and a

Qualifications

• 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
• Solid knowledge of customer experience KPIs and consumer protection codes.
• Experience with Zendesk CRM, Excel, Google Sheets, and Power BI.
• Ability to lead a team and maintain customer satisfaction under pressure.

Responsibilities

• Strategizing and monitoring daily activities of clerk support operations, assisting where required.
• Overseeing and assessing clerk support staff activities, and providing regular performance feedback.
• Train staff in clerk support areas and company policies.
• Investigating and resolving clerk support complaints.
• Developing and implementing support policies, maintaining documentation for clerk support activities.
• Generate reports on team performance and analyze data to identify trends and opportunities.
• Coordinate with Legal & Compliance for correct execution of claims and complaints from end customers.

Skills

Team leadership

Customer experience

Problem solving

KPI knowledge

CRM software (Zendesk)

Excel

Google Sheets

Power BI

Education

College degree in Business Administration or related field

Tools

Zendesk

Excel

Google Sheets

Power BI

Job description

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 Clerk Support Supervisor is responsible for ensuring effective support to the customer, resolving their queries and issues through the support team, ensuring an extraordinary experience. In addition to analyzing customer feedback and operational data to identify areas for improvement in service quality and operational efficiency.

Responsibilities

• Strategizing and monitoring daily activities of clerk support operations, assisting where required.
• Overseeing and assessing clerk support staff activities, and providing them with regular performance-related feedback.
• Train staff in clerk support areas and company policies.
• Investigating and resolving clerk support complaints.
• Assisting with the development and implementation of support policies, maintaining documentation pertaining to clerk support department activities.
• Generate reports on team performance, analyzing data to identify trends, issues and opportunities for improvement.
• Constantly coordinate with Legal & Compliance for the correct execution of claims, writings or complaints from end customers.

Requirements

• College in related areas such as Business Administration, Communications or similar.
• 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
• Solid knowledge of the main key performance indicators of customer experiences, in consumer law. Consumer protection and defense code.
• Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)
• Ability to effectively lead and motivate a team.
• Problem-solving skills to maintain high levels of customer satisfaction.
• Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.

Benefits

• 100% Company Funded : Private Health Insurance for employee and immediate family
• 20 days vacation
• Phone finance, Headphone, home office equipment and wellness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• 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