Merchant Operations Supervisor

About the role

Merchant 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.

The Merchant Operations Supervisor 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.

In 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 Operations Manager, forge strong alliances with the Commercial team in Indonesia, 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.

Responsibilities

• Partner 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

• Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.

• Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.

• Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.

• Provide technical guidance to the customer on using a product or service effectively and efficiently.

• Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.

• Standardize, localize, and run the partners' onboarding and support processes

• Act as a subject matter expert regarding specific issues and concerns raised by the partners

• Provide accurate, valid, and complete information by using the right methods/tools

• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers

• Supervise the data reconciliation of payments and disbursements to be coordinated with Finance departments

Requirements

• Native Bahasa Indonesia and excellent English, both verbal and written

• 3-6 years in merchant support / business support (finance industry preferred)

• Strong, hands-on understanding of Merchant KYB

• Deep experience administering and managing Zoho end-to-end (configuration, workflows, modules)

• Proven people management - has directly led at least 3 subordinates

• Strong operations mindset across both manual and automated workflows, with experience working to strict SLAs

• Detail- and process-oriented

• Solid data analysis capability

• Comfortable with Google Workspace (Sheets, Docs, Slides) and/or Microsoft Excel

• Bachelor's degree or equivalent

• Willing to work on-site in the SCBD area and able to thrive in a fast-paced environment

• Aligned with PayJoy's principles and culture

• Reliable home internet for occasional remote work

• Experience building and maintaining API integrations between Zoho and other systems

• Strong SQL and Python skills for deeper analysis and automation

• Experience with Zendesk or other CRM/support platforms beyond Zoho

• Track record scaling operations in a high-growth fintech environment