Clerk Support Supervisor

PayJoy; Taguig; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

Private Health Insurance for employee/

Job summary

PayJoy, Inc is seeking a Clerk Support Supervisor to ensure effective customer support, resolve queries, and drive service quality through the support team. The role emphasizes analyzing feedback and operational data to identify improvements in service and efficiency.

The position focuses on guiding clerk support staff, training, and ensuring compliance with policies, while generating performance reports and working with Legal & Compliance for accurate handling of claims and complaints.

Qualifications

• College degree in Business Administration, Communications or similar.
• 2 years' experience managing customer service or support teams, preferably in sales or financial sector.
• Solid knowledge of customer experience KPIs and consumer protection principles.
• Experience with CRM software (Zendesk) to manage interactions and analyze data (Excel/Sheets/BI).

Responsibilities

• Strategizing and monitoring daily clerk support operations.
• Overseeing and assessing staff activities and providing feedback.
• Train staff in clerk support areas and company policies.
• Investigate and resolve clerk support complaints.
• Develop and implement support policies; maintain documentation.
• Generate reports on team performance and identify trends.
• Coordinate with Legal & Compliance for correct execution of claims and complaints.

Skills

Leadership

Customer experience

Problem solving

Customer service operations

Communication

Education

College in Business Administration or Communications

Tools

Zendesk

Excel

Google Sheets

Power BI

Job description

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.