The Role
Handle high-volume inbound/outbound calls, emails, WhatsApp and social chats to resolve product and service issues, escalate complex problems, document interactions in CRM, recommend products, and provide feedback for continuous improvement while maintaining professional, empathetic service.
Summary Generated by Built In
About PayJoy
PayJoy, a Public Benefit Corporation, 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 card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.
This role
The Customer Support Representative is responsible for handling inbound and outbound interactions, phone calls, emails requests, whatsapp chats with our final customers when they have questions or concerns, using a friendly, helpful approach.
Responsibilities
- Manage a large volume of inbound and outbound calls, emails, social media and chats with knowledge and efficiency Identify and address customer needs, with a goal of total satisfaction.
- Provide assistance to customers facing product or service-related technical difficulties. They troubleshoot issues, guide customers through step-by-step resolutions, or escalate complex problems to specialized teams if necessary.
- Identify opportunities to recommend additional products or services that align with customers' needs and preferences, engaging in suggestive selling techniques to increase sales revenue and enhance the customer experience.
- Take appropriate actions to resolve customer dissatisfactions or complaints professionally and empathetically; documenting and investigating issues in order to aim to retain customer satisfaction and loyalty.
- Provide insights to the management team for continuous improvement of products, services, and processes, analyzing the customer feedback from post-interaction surveys to gauge customer satisfaction levels and the customer feedback collected.
- Ensure all information is properly documented for future reference or analysis, recording customer interactions, including relevant details, in the contact center's database or customer relationship management (CRM) system.
- Maintain a high standard of service quality and professionalism during each customer interaction, adhering to company policies, procedures, and legal regulations while handling customer interactions.
- Continuously developing their skills to provide an enhanced customer experience, participating in training sessions and stay updated on product knowledge, service and industry trends.
Requirements
- Completed Technical or partially university studies in related areas such as Business Administration, Communications or similar.
- Intermediate knowledge of Microsoft Office tools and Google Suite.
- Previous experience in customer service or support, preferably in the sales or financial sector, for at least 1 year.
- Effective communication skills, ability to work in a team and handle difficult situations under pressure.
- Agility in keyboarding, spelling and writing.
- Experience in customer relationship management software (CRM),, in financial services or technology is desirable.
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
PayJoy 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 Principles
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
Skills Required
- Technical or partially completed university studies in Business Administration, Communications, or similar
- Intermediate knowledge of Microsoft Office and Google Suite
- At least 1 year of previous experience in customer service or support
- Experience in sales or the financial sector
- Experience with customer relationship management (CRM) software
- Effective communication, teamwork, and ability to handle difficult situations under pressure
- Agility in keyboarding, spelling, and writing
PayJoy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PayJoy and has not been reviewed or approved by PayJoy.
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Fair & Transparent Compensation — Pay is considered market‑aligned for senior U.S. technical roles, and public salary bands help candidates benchmark and align expectations. Feedback suggests this transparency supports confidence that offers are competitive for role and location.
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Healthcare Strength — Company‑paid basic medical, dental, vision, life, and disability coverage is emphasized as a standout element versus many startups. Feedback suggests this reduces out‑of‑pocket burden and strengthens the core benefits foundation.
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Parental & Family Support — Paid parental leave and flexible hours are highlighted alongside dedicated time off. Feedback suggests these family‑oriented policies enhance the perceived completeness of the package.
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The Company
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being. Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
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