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.

Through

PayJoy's point-of-sale financing and card offerings, customers gain access to a modern quality of life. 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 Senior Manager of General Support - Mexico will be responsible for managing the day to day operations of all Customer and Clerk support teams in Mexico. they will monitor and improve support metrics (e.g. average handle time, first reply time, clerk satisfaction and customer satisfaction) and make sure that the teams are effectively supporting the experience of our customers in the country.

Additionally, they will forge strong alliances with key stakeholders such as the Country Manager and Commercial Director in Mexico, making sure that each team is performing according to local expectations. Additionally, this role will push for standardization of global metrics and initiatives (e.g. align a common cross-country approach for support agent QA ratings), seek for optimization of resources (e.g. tools and licenses cost), and product improvements. This role will be instrumental in the new Global Support Ops organization.

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.

Stakeholder management of local commercial director and country manager. Co-design a general 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 Experience in managing complex, large support teams with some commercial overlap/exposure 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 specific large scale SAAS projects (e.g. migration to a new CRM) MBA desired SQL basics desired 100% Company-funded Health and dental and vision discount plan for employees and immediate family members. Phone finance, Headphone, home office equipment, and wellness perks. 2,000 USD annual Professional Development perk Finance for the next billion Ownership Break Through Walls Live Communication Transparency & Directness Focus on Scale Work-Life Balance Embrace Diversity Speed * Active ListeningWe 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.

If you would like more information about how your data is processed, please contact us.

📌 General Support Senior Manager (Mérida)
🏢 Payjoy
📍 Mérida