Customer Support Lead – Clerk Operations & Training

RiseMe; Taguig; On-site; PHP 500,000 - 800,000; Full time

Benefits offered by this job

Private health insurance

20 days vacation

Phone & home office stipend

Co-working travel perk

Professional development perk

Catered lunch

Job summary

PayJoy is seeking a Clerk Support Supervisor to ensure effective customer support and to resolve queries through the support team, while analyzing feedback and operational data to improve service quality and efficiency.

The role involves strategizing daily clerk support activities, supervising staff, training, handling complaints, and generating performance reports to identify trends and opportunities for improvement.

Qualifications

• 2 years' experience managing customer service or support teams.
• CRM software experience (Zendesk) to manage interactions and issues.
• Knowledge of KPIs for customer experiences and consumer protection basics.
• Ability to lead and motivate a team.

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.
• Investigate and resolve clerk support complaints.
• Assist with development and implementation of support policies and maintain documentation.
• Generate reports on team performance and analyze data for trends.
• Coordinate with Legal & Compliance for correct execution of claims or complaints.

Skills

Team leadership

Customer focus

Problem-solving

Communication

Education

College degree in Business Administration/Communications

Tools

Zendesk

Excel

Google Sheets

Power BI

Job description

PayJoy is seeking a Clerk Support Supervisor to ensure effective customer support and to resolve queries through the support team, while analyzing feedback and operational data to improve service quality and efficiency.

The role involves strategizing daily clerk support activities, supervising staff, training, handling complaints, and generating performance reports to identify trends and opportunities for improvement.