Senior Manager, SE Asia Customer & Clerk Support

StartX; Taguig; On-site; PHP 5,511,329 - 7,348,438; Full time

Benefits offered by this job

Private health insurance

20 days vacation

Phone and equipment stipend

Wellness perks

Co-working travel perk

Job summary

PayJoy is seeking a Senior Manager of General Support for SE Asia to oversee day-to-day operations of customer and clerk support teams. The role focuses on improving support metrics, standardizing processes, and aligning with key regional stakeholders including the Country Manager and Commercial Director.

The candidate will help optimize resources, drive global metric standardization, and partner with Fraud/Risk teams to enhance overall customer experience while supporting growth in the region.

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 Google Sheets and Microsoft Excel and comfort with analytics.
• Bachelor degree in Business Administration or related field; MBA preferred.

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

Operations management

Data analytics

Cross-functional collaboration

Stakeholder management

Process design

Leadership

Education

Bachelor degree in Business Administration

MBA

Tools

Google Sheets

Microsoft Excel

CRM

Job description

PayJoy is seeking a Senior Manager of General Support for SE Asia to oversee day-to-day operations of customer and clerk support teams. The role focuses on improving support metrics, standardizing processes, and aligning with key regional stakeholders including the Country Manager and Commercial Director.

The candidate will help optimize resources, drive global metric standardization, and partner with Fraud/Risk teams to enhance overall customer experience while supporting growth in the region.