{"id":2606134,"url":"https://alion.io/job/payjoy-merchant-operations-representative","title":"Merchant Operations Representative","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":"2026-10-24T06:02:35Z"}},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jakarta, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":16000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5190},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-15T05:06:14Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-24T09:24:13Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About the role\nMerchant Operations is dedicated to providing administrative support in conjunction with internal and external stakeholders, to foster a satisfactory and positive relationship between PayJoy and our partners.\nThe Merchant Operations Representative for PayJoy Indonesia will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team, comfortable with people across the organization, and focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience.\nIn this role, they will own, monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will report to the Merchant Operations Supervisor, forge strong alliances with the other Merchant Ops team members, and the Commercial team, and interact with other business operations and merchant support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of PayJoy global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched operations.\nResponsibilities\nPartner Support & Operations: Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS\n\nDocumentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.\n\nStore Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.\n\nOperational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.\n\nPerform outbound calls to the customers\n\nExecute quality control/assurance/maintenance\n\nStandardize, localize, and run the partners' onboarding and support processes\n\nAct as a subject matter expert regarding specific issues and concerns raised by the partners\n\nProvide accurate, valid, and complete information by using the right methods/tools\n\nProvide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers\n\nPerform data reconciliation of payments and disbursements to be coordinated with Finance departments\n\nManage the store’s required clerks / promoters documentation\n\nRequirements\nNative verbal and written communication in Bahasa Indonesia\n\nBasic verbal and written communication in English\n\nStrong operations handling mentality and experience on both manual and automated works\n\nWilling to work on-site in the SCBD area\n\nIntermediate knowledge and experience in data analysis\n\nAligned with PayJoy’s principles and cultures\n\nBachelor’s degree or equivalent\n\nMinimum of 1 (one) year of working in merchant support/business support (finance industry background is preferred)\n\nInterested in growing a career as a merchant operations professional and manager\n\nMust be detail and process-oriented, and have experience working with robust SLAs\n\nSelf-orientation, drive, and ability to communicate clearly and persuasively to customers\n\nComfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics\n\nReliable/strong internet connection (if needed to work from home)\n\nStrong interest & experience on CRM tool, Google Script integration and automation will be a plus\n\nBenefits\n100% Company Funded : Private Health Insurance for employee and immediate family\n20 days vacation\nPhone finance, headphone, home office equipment and wellness perks.\nUSD$2,000 annual co-working travel benefit\nUSD$2,000 annual professional development benefit\nUSD$500 annual wellness benefit","description_format":"text","description_chars":4384,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Indonesian","level":"Upper-Intermediate (B2)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Health insurance","Home office","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Loans & Pawnshops","Buy Now, Pay Later"],"lifecycle":[{"event":"open","at":"2026-10-15T09:44:45Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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