Merchant Operations Supervisor

PayJoy, Inc; Pateros; On-site; PHP 279,000 - 502,000; Full time

Job summary

PayJoy, Inc is seeking a Partner Operations professional in Metro Manila to support partners and merchants. You will onboard partners, maintain data accuracy, and coordinate store-related tasks while coordinating across teams to optimize processes and improve merchant experience.

The role requires guiding partners on using the product, documenting issues, and escalating complex problems to specialists. Weekly reporting is part of the duties.

Qualifications

• Experience assisting partners or merchants is preferred.
• Ability to onboard partners with accurate data entry and records.
• Strong communication to resolve issues and maintain NPS.
• Aptitude for documenting steps and updating processes.
• Comfort with cross-functional coordination and escalation.
• Knowledge of merchant or partner support workflows.
• Familiarity with onboarding and support standardization.
• Capacity to act as a subject-matter expert on partner concerns.
• Provide accurate information using standard tools and methods.
• Prepare weekly reports with recommendations for improvements.

Responsibilities

• Handle partners’ queries, support requests, and operational coordination.
• Own the partner communication channel and NPS.
• Manage merchant/partner onboarding, including documentation and data entry.
• Oversee store-related tasks, including creation, closure, and clerk management.
• Focus on optimizing processes and ensuring smooth collaboration between teams.
• Provide technical guidance to the customer on using a product or service.
• Document and escalate issues encountered with the merchant console.
• Standardize, localize, and run onboarding and support processes.
• Act as a subject matter expert regarding partner issues.
• Provide accurate information using the right tools and methods and report weekly.

Skills

Partner onboarding

Customer support

Process optimization

Cross-functional collaboration

Technical guidance

Documentation

Issue escalation

Communication skills

Tools

CRM system

Merchant console

Data entry tools

Reporting templates

Job description

• Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS.
• Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
• Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
• Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
• Provide technical guidance to the customer on using a product or service effectively and efficiently.
• Document and escalative issues they encounter with the merchant console and escalated complex issues to higher-level support personnel.
• Standardize, localize, and run the partners' onboarding and support processes
• Act as a subject matter expert regarding specific issues and concerns raised by the partners.
• Provide accurate, valid, and complete information by using the right methods/tools
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.