Merchant Operations Lead — Process & Partner Experience

PayJoy; Taguig; On-site; PHP 781,000 - 1,060,000; Full time

Benefits offered by this job

Private Health Insurance (employee + 1

20 days vacation

Co-working Travel perk (USD 2000)

Professional Development perk (USD 200

Catered Lunch

Phone/Headphone/Home office equipment

Wellness perks

Co-working Travel perk

Job summary

PayJoy in the Philippines is seeking a Merchant Operations Supervisor to mentor a team focused on improving processes and partner experience across admin, merchant, and clerk interactions. The role emphasizes onboarding accuracy, risk identification, and delivering insights to stakeholders to drive operational excellence.

You will lead onboarding, streamline workflows, and coordinate with cross-functional teams while maintaining strong partner relationships and upholding SLAs.

Qualifications

• Must have 2 years leading at least 3 subordinates in merchant support or business support in fast-paced environments such as telecoms, retail or finance.
• Strong data analysis skills and experience with robust SLAs are required.
• Comfortable with CRM tools (Zoho, Zendesk) and analytics; SQL knowledge is a plus.

Responsibilities

• Handle partners’ queries, support requests, and operational coordination; own the partner communication channel and NPS.
• Manage merchant/partner onboarding, including documentation, data entry, and records; streamline for accuracy and compliance.
• Oversee store-related tasks including creation, closure, and clerk management; ensure smooth operations.
• Focus on optimizing processes and ensuring cross-team collaboration; identify bottlenecks and streamline workflows.
• Provide technical guidance to customers on product usage and document/escalate issues with the merchant console.
• Standardize, localize, and run onboarding and support processes; act as SME for partner concerns.
• Provide accurate information using the right methods/tools and deliver weekly reports with recommendations for merchant experience.

Skills

Leadership

Communication

Data analysis

Problem solving

Education

Bachelor's degree in Industrial Engineering or Administration

Tools

SQL

Zoho

Zendesk

Google Suite

Excel

Job description

PayJoy in the Philippines is seeking a Merchant Operations Supervisor to mentor a team focused on improving processes and partner experience across admin, merchant, and clerk interactions. The role emphasizes onboarding accuracy, risk identification, and delivering insights to stakeholders to drive operational excellence.

You will lead onboarding, streamline workflows, and coordinate with cross-functional teams while maintaining strong partner relationships and upholding SLAs.