🕒 2 days ago
Leads technical enablement and performance coaching for support teams handling complex SaaS products, while improving operational results and developing AI, automation, and agentic solutions.
Global Customer & Clerk Support Sr Manager
📅 Jul 30
Customer Support OperationsClerk SupportSupport MetricsResource Management
📜 Description
- Manage day-to-day operations of customer and clerk support teams across Southeast Asia.
- Design and implement global support strategies to improve customer and clerk experience.
- Monitor support metrics and identify process bottlenecks and improvement opportunities.
- Optimize support-agent resources, tools, and licenses.
- Coordinate fraud-prevention strategy with Fraud and Risk teams.
- Partner with local commercial leaders and co-design global performance metrics and quality assurance standards.
🛠️ Requirements
- Experience in managing complex, large support teams with some commercial overlap/exposure
- Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch
- 7+ years of experience working in Operations of high-growth startups
- 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 managing BPOs
- Experience in specific large scale SAAS projects (e.g. migration to a new CRM)
- SQL basics desired
✨ Benefits
- 100% Company Funded : Private Health Insurance for employee and immediate family
- 20 days vacation
- Phone finance, Headphone, home office equipment and wellness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
Full job description
About PayJoy
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. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. 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 - SE Asia will be responsible for managing the day to day operations of all Customer and Clerk support teams in SE Asia. In this role, 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 SE Asia, 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.
At PayJoy, we transform lives by unlocking access to the modern financial system. Your role will help empower underserved individuals to step into a brighter financial future.
Responsibilities
Requirements
Benefits
Similar jobs
Search more Customer Support Specialist jobs
Assistente Relacionamento Clientes III - Concierge - Benefícios Corporativos
🕒 3 days ago
Alper Carreiras👥 1001 - 5000 employees🏢 Insurance
🕒 3 days ago
Realiza atendimentos complexos e consultivos a beneficiários, resolve casos críticos e contribui para a qualidade, os indicadores e a melhoria contínua, além de apoiar e desenvolver colegas.
🕒 7 days ago
Provide technical and functional support to restaurant customers across chat, voice, and casework, resolving issues, explaining solutions clearly, and helping improve the customer support experience.
Senior Customer Experience Specialist (Spanish - speaking)
🕒 24 days ago
NORIT Activated Carbon🏢 Chemicals🤝 B2B
🕒 24 days ago
Manages customer accounts and end-to-end order fulfillment, resolving issues and coordinating with sales, production, and internal teams to deliver a reliable customer experience and improve service processes.
📍 🇱🇻 Riga - Hybrid💼 Full-Time🎸 Senior🛟 Customer Support Specialist📢 🇪🇸 Spanish Required📢 🇬🇧 English Required
📅 Sep 8
Own complex technical customer issues from investigation through resolution, lead high-stakes support calls, partner with Product and Engineering on bugs, and help peers strengthen troubleshooting practices.