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About the role
- Mentoring and guiding a team focused on improving processes in Merchant Operations at PayJoy. Handling partner queries, onboarding, and streamlining workflows for a better customer experience.
Responsibilities
- 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.
- Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
- Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
- 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.
Requirements
- Bachelor's degree in industrial engineering, administration, or a related field.
- Experience of 2 years lead at least 3 subordinates in merchant support and business support in sectors such as telecommunications, retail, and/or finance in a fast-paced environment.
- Comfortable working on Google Suite, Microsoft Excel, and analytics,Familiarity with ZOHO, Zendesk, and other CRM systems and previous technical experience (SQL) is a plus.
- Robust knowledge and experience in data analysis
- Must be detailed and process-oriented, and have experience working with robust SLAs.
- Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
- Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.
Benefits
- 100% Company Funded : Private Health Insurance for employee and immediate family
- 20 days vacation
- Phone finance, Headphone, home office equipment and wellness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Merchant Operations Representative at PayJoy managing operations and communication with merchants for onboarding and support. Enhancing the partner experience through efficient processes and administration.
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