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.
Key Responsibilities
Design and implement the global support strategies to maximize customer and clerk experience.
Identify current bottlenecks and issues in common all Support processes and propose improvements.
Optimize resource management of Support agents.
Align on and carry out Fraud Prevention strategy with Fraud/Risk teams.
Stakeholder management of local commercial director and country manager.
Co-design a global performance metrics system to compare performance across BPOs and internal Support teams
Co-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs
Qualifications
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)
MBA desired
SQL basics desired
Benefits
100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
Life insurance.
Phone finance, Headphone, home office equipment, and wellness perks.
30 days of Christmas bonus
20 days paid Vacation
50% Vacation premium
13% Saving funds
$2,000 MXN monthly grocery coupons
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Catered lunches