[Solo Quedan 15h] Customer Support Supervisor...

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 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Customer Support Supervisor is responsible for ensuring effective support to the end 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

• Supervise, guide and support the customer service team, ensuring alignment with objectives and standards, and providing regular performance-related feedback.
• Monitor and evaluate contact center team activities and assist supervisors and third parties with regular performance feedback.
• Train staff in customer service areas and company policies.
• Optimize workflow processes and procedures to increase efficiency and effectiveness in the customer service area.
• Execute and coordinate controls for compliance with BPO management KPIs.
• 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

Benefits

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

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