Greylock 
Union Square Ventures Clerk Support Supervisor
Posted Updated 11
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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
Overview
The General Support Supervisor is responsible for ensuring effective support to the 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.
The General Support Supervisor is responsible for ensuring effective support to the 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.
Key responsibilities
- Strategizing and monitoring daily activities of support operations, assisting where required.
- Overseeing and assessing support staff activities, and providing them with regular performance-related feedback.
- Train staff in support areas and company policies.
- Investigating and resolving support complaints.
- Assisting with the development and implementation of support policies, maintaining documentation pertaining to support department activities.
- 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
- College in related areas such as Business Administration, Communications or similar.
- 4 years' experience managing customer service or support teams, preferably in the sales or financial sector.
- Solid knowledge of the main key performance indicators of customer experiences, in consumer law. Consumer protection and defense code.
- Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)
- Ability to effectively lead and motivate a team.
- Problem-solving skills to maintain high levels of customer satisfaction.
- Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.
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
Skills
As published by lever · 7 questions
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn (optional) URL, GitHub (optional) URL, Other website
Short answers (2)
- If you selected "No", please enter your preferred name. (If you selected "Yes", you may leave this field blank) optional
- What is your salary gross expectation (in the local currency and monthly/year amount). Please, consider the other benefits mentioned too.
Pick from a list (5)
- Is your preferred name the same as your legal name? optional
- This role is expected to be on site Monday, Wednesday and Thursday. Are you able to commit to that schedule? optional
- Please list your current location optional
- If you are not located in the city where this role is based, are you able to relocate? optional
- Please assess your English proficiency. optional