Customer Support Supervisor

About PayJoyPayJoy is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and credit cards, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and provide safety acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 17 million customers as of 2025 while achieving solid profitability for sustainable growth.This roleThe Customer Support Supervisor is responsible for ensuring effective support to the end customer, resolving their queries and issues through the support team, ensuring an extraordinary experience. In addition to analyzing customer feedback and operational data to identify areas for improvement in service quality and operational efficiency.ResponsibilitiesSupervise, guide, and support the customer service team, ensuring alignment with objectives and standards, and providing regular performance-related feedback.Monitor and evaluate contact center team activities and assist supervisors and third parties with regular performance feedback.Train staff in customer service areas and company policies.Optimize workflow processes and procedures to increase efficiency and effectiveness in the customer service area.Execute and coordinate controls for compliance with BPO management KPIs.Generate reports on team performance, analyzing data to identify trends, issues, and opportunities for improvement.Constantly coordinate with Legal & Compliance for the correct execution of claims, writings, or complaints from end customers.QualificationsCollege in related areas such as Business Administration, Communications or similar.2 years' experience managing customer service or support teams, preferably in the sales or financial sector.Solid knowledge of the main key performance indicators of customer experiences, in consumer law. Consumer protection and defense code.Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)Ability to effectively lead and motivate a team, with demonstrated experience supervising internal customer service representatives or BPO.Problem-solving skills to maintain high levels of customer satisfaction.Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.Benefits100% Company-funded Health and dental and vision discount plan for employees and immediate family members.Life insurance.Phone finance, Headphone, home office equipment and wellnes perks.30 days of Christmas bonus20 days paid Vacation50% Vacation premium 13% Saving funds $2,000 MXN monthly grocery coupons$2,000 MXN monthly restaurant coupons$2,000 USD annual Co-working Travel perk$2,000 USD annual Professional Development perkPayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.PayJoy PrinciplesFinance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening