Merchant Ops Lead - Onboarding & Partner Experience

StartX; Taguig; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Private Health Insurance

20 days vacation

Phone finance

Headphones

Home office equipment

Wellness perks

Co-working travel perk

Professional development perk

Catered lunch

Job summary

PayJoy is seeking a Merchant Operations Supervisor in Taguig, Philippines to mentor a team focused on improving partner onboarding and support processes. You will handle merchant onboarding, documentation, data entry, and ensure timely issue resolution across admin, merchant, and clerk touchpoints.

Responsibilities include optimizing workflows, guiding cross-functional collaboration, and providing technical guidance to partners for effective product use.

Qualifications

• 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.

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 escalate issues they encounter with the merchant console and escalate 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.

Skills

Team leadership

Data analysis

Customer support

Communication

Process orientation

Education

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

Tools

Google Suite

Microsoft Excel

ZOHO

Zendesk

SQL

Job description

PayJoy is seeking a Merchant Operations Supervisor in Taguig, Philippines to mentor a team focused on improving partner onboarding and support processes. You will handle merchant onboarding, documentation, data entry, and ensure timely issue resolution across admin, merchant, and clerk touchpoints.

Responsibilities include optimizing workflows, guiding cross-functional collaboration, and providing technical guidance to partners for effective product use.