{"id":246335,"url":"https://alion.io/job/payjoy-global-customer-clerk-support-sr-manager","title":"Global Customer & Clerk Support Sr Manager","company":{"id":7136,"name":"PayJoy","domain":"payjoy.com","url":"https://alion.io/company/payjoy","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":80,"open_postings":15,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15000,"max_usd":28000,"period":"year","method":"role_seniority_country_cell","sample_n":12},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-07-30T09:16:09Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-10-28T04:55:43Z","board_verified":true,"closed_at":null,"days_open":89,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":89},"description":"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.\nAt 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.\nResponsibilities\nDesign and implement the global support strategies to maximize customer and clerk experience.\nIdentify current bottlenecks and issues in common all Support processes and propose improvements.\nOptimize resource management of Support agents.\nAlign on and carry out Fraud Prevention strategy with Fraud/Risk teams.\nStakeholder management of local commercial director and country manager.\nCo-design a global performance metrics system to compare performance across BPOs and internal Support teams\nCo-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs\nRequirements\nExperience in managing complex, large support teams with some commercial overlap/exposure\nExposure to “0 to 1” situations where the candidate had built a team or processes from scratch\n7+ years of experience working in Operations of high-growth startups\nAdvanced use of G-sheet/Microsoft Excel and comfort with analytics\nBachelor degree in Business Administration, Economics, Finance, Accounting, related fields\nExposure to regional roles\nExperience in managing BPOs\nExperience in specific large scale SAAS projects (e.g. migration to a new CRM)\nMBA desired\nSQL basics desired\nBenefits\n100% Company Funded : Private Health Insurance for employee and immediate family\n20 days vacation\nPhone finance, Headphone, home office equipment and wellness perks.\n$2,000 USD annual Co-working Travel perk\n$2,000 USD annual Professional Development perk","description_format":"text","description_chars":2637,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Home office","Professional development"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Loans & Pawnshops","Buy Now, Pay Later"],"lifecycle":[{"event":"open","at":"2026-09-05T10:47:33Z"}],"visa":[],"liveness":{"score":23,"band":"cold","label":"Long shot","p_open":1,"p_active":0.525,"p_room":0.44,"age_days":88,"expected_fill_days":60,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/payjoy-global-customer-clerk-support-sr-manager","json_url":"https://alion.io/job/payjoy-global-customer-clerk-support-sr-manager.json","meta":{"generated_at":"2026-10-28T05:12:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6834,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7136},"rest":"https://alion.io/mcp/rest/get_company?id=7136"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpayjoy-global-customer-clerk-support-sr-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpayjoy-global-customer-clerk-support-sr-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpayjoy-global-customer-clerk-support-sr-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/payjoy-global-customer-clerk-support-sr-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpayjoy-global-customer-clerk-support-sr-manager"}]}