Tools Manager

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 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Tools Manager will be responsible for standardizing and making measurable all level 1 and 2 clerk and customer support tools, across voice and text channels. Able to distill complex analyzes and transform them into action plans, managing multifunctional projects with measurable and achievable objectives and targets. Strong communication skills to manage expectations and impacts together with the main stakeholders of customer support and clerk support.

Responsibilities

• Ensure support tools are available and working
• Ensure key support metrics are measured and reported correctly
• Establish and monitor quality standards for the support team, through the support of the learning and development structure
• Standardize the use of automation and customer relationship management tools in all countries in which we operate
• Control, approve and contract support tools
• Identify opportunities for cost and efficiency optimization in our customer support and communication channels

Requirements

• Have a degree in business areas, or equivalent experience, 10 years or more in the customer support area
• Proficient in English and Spanish, Portuguese is a plus
• Advanced knowledge of CRM tools such as Zendesk and Talkdesk
• Knowledge of SQL and the use of BI tools inside CRM and automations tools
• Solid experience in leading multicultural and remote teams

Desirable Qualifications

• Knowledge of support tools that use artificial intelligence
• Knowledge of calculation methods for main c.x indicators as well as renowned performance models for the market in which Payjoy operates
• Ease and confidence in making complex decisions
• Knowledge of risk management models and matrices

Benefits

• Company-funded Health and Dental Insurance for employees and immediate family members
• Life insurance
• Monthly benefits of meal vouchers and Home Office assistance
• Meal vouchers per work day
• $2,000 USD annual Coworking Travel Perk
• $2,000 USD annual Professional Development Perk
• $500 USD annual Fitness 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

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