Senior Manager, Global Support & Ops - SE Asia

PayJoy; Taguig; On-site; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Private health insurance

20 days vacation

Home office equipment

Co-working travel perk

Professional development perk

Job summary

PayJoy in Manila is seeking a Senior Manager of General Support for SE Asia to lead Customer and Clerk support teams, improve metrics, and align with the Country Manager and Commercial Director in SE Asia. You will standardize global metrics and drive resource optimization within a growing, cross-border operation.

As part of PayJoy's Global Support Ops, you will help optimize tools, processes, and training to enhance customer experiences and support outcomes, empowering underserved customers to

Qualifications

• Experience in managing complex, large support teams with some commercial overlap/exposure.
• Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch.
• 7+ years of experience working in Operations of high-growth startups.
• Advanced use of G-sheet/Microsoft Excel and comfort with analytics.
• Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields.
• Exposure to regional roles.
• Experience in managing BPOs.
• Experience in specific large scale SAAS projects (e.g. migration to a new CRM).
• MBA desired.
• SQL basics desired.

Responsibilities

• Design and implement the global support strategies to maximize customer and clerk experience.
• Identify current bottlenecks and issues in common all Support processes and propose improvements.
• Optimize resource management of Support agents.
• Align on and carry out Fraud Prevention strategy with Fraud/Risk teams.
• Stakeholder management of local commercial director and country manager.
• Co-design a global performance metrics system to compare performance across BPOs and internal Support teams
• Co-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs

Skills

Managing large support teams

Startup building (0→1)

Operations in high-growth startups

Excel analytics

Regional exposure

BPO management

CRM migration experience

MBA

SQL basics

Cross-functional stakeholder mgmt

Education

Bachelor degree in Business Administration / Economics / Finance / Accounting

MBA

Tools

CRM systems

Job description

PayJoy in Manila is seeking a Senior Manager of General Support for SE Asia to lead Customer and Clerk support teams, improve metrics, and align with the Country Manager and Commercial Director in SE Asia. You will standardize global metrics and drive resource optimization within a growing, cross-border operation.

As part of PayJoy's Global Support Ops, you will help optimize tools, processes, and training to enhance customer experiences and support outcomes, empowering underserved customers to