Merchant Operations Supervisor

PayJoy, Inc; Taguig; On-site; PHP 550,000 - 900,000; Full time

Benefits offered by this job

100% Company Funded Health Insurance

20 days vacation

Phone finance

Headphone

Home office equipment

Wellness perks

Co-working travel perk

Professional development perk

Catered Lunch

Job summary

PayJoy, a mission-driven credit provider, seeks a Merchant Operations Supervisor to mentor a team focused on improving partner onboarding and store operations. You will coordinate admin/merchant/clerk onboarding, identify risks, and provide insights to stakeholders.

Your role includes guiding partner queries, ensuring accurate documentation, and driving process improvements across teams for a superior merchant experience.

Qualifications

• Bachelor's degree required in a related field.
• Minimum 2 years leading 3+ subordinates in merchant or business support.
• Strong data analysis skills and attention to detail.
• Familiarity with CRM systems like Zoho and Zendesk.
• Experience with SQL and analytics is a plus.

Responsibilities

• Handle partner queries, support requests, and coordination; maintain a positive partner experience; own partner communication channel and NPS.
• Manage merchant/partner onboarding, documentation, data entry, and records; streamline onboarding for accuracy and compliance.
• Oversee store operations, including creation, closure, and clerk management for smooth operations.
• Focus on process optimization; identify bottlenecks; improve cross-team collaboration.
• Provide technical guidance to customers on product usage.
• Document issues with the merchant console and elevate complex issues to higher-level support.
• Standardize and localize onboarding and support processes for partners.
• Act as SME for partner issues and concerns.
• Provide accurate information using appropriate tools; deliver weekly reports with recommendations.

Skills

Team leadership

Data analysis

CRM systems

SQL

Google Suite

Microsoft Excel

Analytics

Clear communication

Process improvement

Education

Bachelor's degree in industrial engineering, administration, or related field

Tools

Google Suite

Microsoft Excel

Analytics

Zoho

Zendesk

SQL

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.

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 Merchant Operations Supervisor is responsible to mentoring and guiding a team focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience., included taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders.

Responsibilities

• 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 elevate issues they encounter with the merchant console and elevate 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.

Requirements

• Bachelor's degree in industrial engineering, administration, or a related field.
• Experience of 2 years lead at least 3 subordinates in merchant support and business support in sectors such as telecommunications, retail, and/or finance in a fast-paced environment.
• Comfortable working on Google Suite, Microsoft Excel, and analytics,Familiarity with ZOHO, Zendesk, and other CRM systems and previous technical experience (SQL) is a plus.
• Robust knowledge and experience in data analysis
• Must be detailed and process-oriented, and have experience working with robust SLAs.
• Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
• Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

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.