Clerk Support Supervisor

Acerca de PayJoy
PayJoy es una empresa de crédito con una misión clara: ayudar a clientes desatendidos en mercados emergentes a alcanzar la estabilidad y el éxito financiero.
Nuestra tecnología patentada de crédito garantizado ofrece una vía de acceso para que nuevos clientes ingresen al sistema crediticio. A través del financiamiento en punto de venta y las tarjetas de crédito de PayJoy, los clientes obtienen acceso a una vida moderna y de calidad. El crédito de PayJoy también les permite aprovechar oportunidades como microemprendedores y contar con una red de protección en tiempos difíciles, actuando como una forma de seguro. Gracias al uso de tecnologías avanzadas como aprendizaje automático, ciencia de datos e inteligencia artificial antifraude, hemos atendido a más de 17 millones de clientes hasta 2025, logrando una rentabilidad sólida que impulsa un crecimiento sostenible.

Acerca del rol
The Clerk Support Supervisor is responsible for ensuring effective support to the customer, resolving their queries and issues through the support team, ensuring an extraordinary experience. In addition to analyzing customer feedback and operational data to identify areas for improvement in service quality and operational efficiency.

Responsibilities

• Strategizing and monitoring daily activities of clerk support operations, assisting where required.
• Overseeing and assessing clerk support staff activities, and providing them with regular performance-related feedback.
• Train staff in clerk support areas and company policies.
• Investigating and resolving clerk support complaints.
• Assisting with the development and implementation of support policies, maintaining documentation pertaining to clerk support department activities.
• Generate reports on team performance, analyzing data to identify trends, issues and opportunities for improvement.
• Constantly coordinate with Legal & Compliance for the correct execution of claims, writings or complaints from end customers.

Qualifications

• College in related areas such as Business Administration, Communications or similar.
• 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
• Solid knowledge of the main key performance indicators of customer experiences, in consumer law. Consumer protection and defense code.
• Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)
• Ability to effectively lead and motivate a team.
• Problem-solving skills to maintain high levels of customer satisfaction.
• Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.

Benefits

• 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
• Life insurance.
• Phone finance, Headphone, home office equipment and wellnes perks.
• 30 days of Christmas bonus
• 20 days paid Vacation
• 50% Vacation premium
• 13% Saving funds
• $2,000 MXN monthly grocery coupons
• $2,000 MXN monthly restaurant coupons
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk

Principios de PayJoy
En PayJoy estamos orgullosos de ser un empleador que promueve la igualdad de oportunidades. Damos la bienvenida y alentamos la inclusión de personas de todos los orígenes. No discriminamos por raza, religión, color, origen nacional, género (incluido el embarazo, parto o condiciones médicas relacionadas), orientación sexual, identidad de género, expresión de género, edad, estatus como veterano protegido, condición de discapacidad o cualquier otra característica legalmente protegida.