Customer Support Manager

**About PayJoy**
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
**This role**
The Customer Support Manager is responsible for performing and supervising the activities guided to obtain maximum efficiency, productivity, customer satisfaction and profitability within the Customer Support Area.
**Responsibilities**:
- Lead and Manage the performance and development of the local customer support team.
- Develop and execute global & scalable strategies, or given the case, tailored solutions to the unique needs of his/her market, ensuring consistency and high-quality service.
- Cross-Functional Collaboration with various departments, such as product and operations, to align customer support efforts with broader company goals.
- Analyze key performance metrics, generate reports, and provide actionable insights to improve customer support operations.
- Collect and act on feedback from customers and team members to continuously refine support processes and enhance customer satisfaction.
- Handle escalated customer issues and emergencies effectively, ensuring swift and satisfactory resolution.
- Regularly communicate with stakeholders such as senior management and key stakeholders to provide updates on regional performance, challenges, and opportunities, ensuring alignment with the company's overall objectives.
**Requirements**:
- University studies in related areas such as Business Administration, Communications or similar.
- 5 years of experience in a leadership role as Customer Support Management within fast growing companies, preferably in a regional or multinational context.
- Problem-solving abilities, and the capability to provide and act on constructive feedback to drive continuous improvement and maintain high customer satisfaction levels.
- Strategic Thinking: Ability to develop and implement scalable strategies that align with both regional and global objectives.
- Strong leadership and communication skills, enabling effective collaboration with diverse teams across multiple countries.
- Deep understanding of customer service best practices and the ability to analyze and adapt to market-specific needs.
- Proficiency in managing and training support staff, coupled with strategic thinking to implement scalable solutions, is essential.
- Technological Proficiency: Familiarity with customer support software and tools (Specially zendesk).
- Excel and google sheet proficiency: Medium to Advanced.
- Desirable experience in managing BPO, expertise in customer experience methodologies and best practices which improve overall customer satisfaction and loyalty.
**Benefits**:
- Company-funded Health and Dental Insurance for employees and immediate family members.
- Life insurance.
- Monthly benefits of meal vouchers and Home Office assistance.
- Meal vouchers per work day.
- $2,000 USD annual Coworking Travel Perk
- $2,000 USD annual Professional Development Perk
- $500 USD annual Fitness Perk
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.

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