Tech Operations Director

About PayJoy PayJoy is a mission‑first credit provider dedicated to helping under‑served customers in emerging markets achieve financial stability and success. Our patented technology for secured credit provides a step‑on‑ramp for new customers to enter the credit system. Through PayJoy’s point‑of‑sale financing and credit cards, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro‑entrepreneurs and provides safety acts as insurance for tough times. With cutting‑edge machine learning, data science, and anti‑fraud AI, we have served over 17 million customers as of 2025 while achieving solid profitability for sustainable growth. This role The Tech Ops Sr Manager is responsible for managing the tech infrastructure that makes support operations possible globally. The role optimizes how we use tools to maximize customer and clerk experience, automation rates, and other support‑associated metrics. It also handles data tracking, reliability, and turning new tool features into insights, while managing QA and Training teams to improve the qualitative aspects of agent interactions. Responsibilities Manage, coach, and motivate the Tech Ops team in each vertical, ensuring good engagement and high collaboration levels. Handle all high‑impact tech projects related to support, managing prioritization, backlog, activities, and on‑time delivery. Manage relationships with main tool providers regarding expectations, negotiations, contract changes, and feature development. Coordinate QA & Training activities with support teams, ensuring a proper cadence of interactions and corrective actions. Oversee development and maintenance of knowledge base articles, FAQs, and other support documentation to improve chatbot effectiveness. Collaborate with customer service, product, engineering, and operations teams to ensure seamless support integration and timely resolution of customer issues. Track key performance indicators, prepare and present reports on team performance, key metrics, and customer feedback, and provide insights to management. Monitor and analyze support trend metrics to identify areas for improvement and make data‑driven decisions to enhance team performance and customer satisfaction. Be a key stakeholder with the product team. Qualifications Bachelor’s degree in a relevant field—computer science, information technology, product development, engineering, or finance. 5+ years of experience managing a PM/Tech role in a SaaS company, fintech, high‑growth startup, or similar environment. Solid understanding of support CRMs, automations, AI flows, methodologies, and best practices. Familiarity with SQL, API fundamentals, mobile and web application technologies. Experience managing a multi‑country team as a project manager. Excellent written and verbal communication skills with the ability to communicate effectively with senior management. Strong analytical and problem‑solving abilities, including analyzing complex situations, identifying root causes, and implementing effective solutions. Knowledge of support tools: familiarity with ticketing systems (e.g., Zendesk, JIRA), communication platforms (e.g., Slack), and knowledge management systems (e.g., Confluence). Benefits 100% company‑funded health, dental, and vision discount plan for employees and immediate family members. Life insurance. Phone financing, headphones, home office equipment, and wellness perks. 30 days of Christmas bonus. 20 days paid vacation. 50% vacation premium. 13% savings 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. 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. PayJoy Principles Finance for the next billion Ownership Break Through Walls Live Communication Transparency & Directness Focus on Scale Work‑Life Balance Embrace Diversity Speed Active Listening #J-18808-Ljbffr