{"id":2606133,"url":"https://alion.io/job/payjoy-merchant-operations-supervisor-2","title":"Merchant Operations Supervisor","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":"2026-10-26T05:57:25Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"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":12000,"max_usd":35000,"period":"year","method":null,"sample_n":21788},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-15T05:15:56Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-26T21:12:31Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"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 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.\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 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.\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\nProvide technical guidance to the customer on using a product or service effectively and efficiently.\n\nDocument and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.\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\nSupervise the data reconciliation of payments and disbursements to be coordinated with Finance departments\n\nRequirements\nNative Bahasa Indonesia and excellent English, both verbal and written\n\n3-6 years in merchant support / business support (finance industry preferred)\n\nStrong, hands-on understanding of Merchant KYB\n\nDeep experience administering and managing Zoho end-to-end (configuration, workflows, modules)\n\nProven people management - has directly led at least 3 subordinates\n\nStrong operations mindset across both manual and automated workflows, with experience working to strict SLAs\n\nDetail- and process-oriented\n\nSolid data analysis capability\n\nComfortable with Google Workspace (Sheets, Docs, Slides) and/or Microsoft Excel\n\nBachelor's degree or equivalent\n\nWilling to work on-site in the SCBD area and able to thrive in a fast-paced environment\n\nAligned with PayJoy's principles and culture\n\nReliable home internet for occasional remote work\n\nExperience building and maintaining API integrations between Zoho and other systems\n\nStrong SQL and Python skills for deeper analysis and automation\n\nExperience with Zendesk or other CRM/support platforms beyond Zoho\n\nTrack record scaling operations in a high-growth fintech environment","description_format":"text","description_chars":4243,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Indonesian","level":"Proficiency (C2)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"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 open","p_open":1,"p_active":0.628,"p_room":1,"age_days":11,"expected_fill_days":60,"reasons":["conf:3","stale_co","velocity","win:early"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/payjoy-merchant-operations-supervisor-2","json_url":"https://alion.io/job/payjoy-merchant-operations-supervisor-2.json","meta":{"generated_at":"2026-10-26T22:29:36Z","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":30514,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"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-merchant-operations-supervisor-2"},{"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-merchant-operations-supervisor-2"},{"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-merchant-operations-supervisor-2"},{"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-merchant-operations-supervisor-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpayjoy-merchant-operations-supervisor-2"}]}