General Support Senior Manager

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. 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 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.

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.