The BR D2C Support Supervisor is responsible for leading and optimizing PayJoy's Direct-to-Consumer (D2C) customer support and telesales operations in Brazil. This role is accountable for delivering an outstanding customer experience while maximizing commercial performance through chat and voice channels.
The position oversees the day-to-day operation of local BPO partners, ensuring high service quality, operational efficiency, customer satisfaction, and conversion performance. Working closely with Marketing, QA, Training, and Product teams.
The ideal candidate combines strong people leadership, operational excellence, improves customer journeys and a commercial mindset, with proven experience managing e-commerce or telesales operations in fast-paced environments.
Responsibilities
Lead the day-to-day D2C Support operation for Brazil, ensuring achievement of conversion, quality, productivity, and customer satisfaction targets.
Manage the relationship with local BPO partners, ensuring operational excellence, accountability, and continuous performance improvement.
Sales and Customer ExperienceDrive chat and telesales performance by optimizing customer interactions throughout the financing journey.
Continuously improve conversation flows, sales scripts, objection handling, and customer engagement strategies.
Identify opportunities to increase conversion rates while maintaining a high-quality customer experience.
Performance ManagementMonitor key operational KPIs, including:
Conversion Rate
Average Handling Time
First Response Time
Productivity
Quality Scores
Sales Performance
Develop action plans and follow up with BPO leadership to ensure execution and measurable results.
Cross-Functional CollaborationPartner with Commercial, Merchant Operations, Product, QA, Training, and Sales Enablement teams to improve customer experience and operational efficiency.
Provide customer insights and operational feedback to support product enhancements and commercial initiatives.
Support the rollout of new processes, tools, and business initiatives within Brazil.
Operational ExcellenceManage escalations and operational incidents, ensuring timely resolution and minimal customer impact.
Ensure compliance with internal policies, operational procedures, and customer communication standards.
Continuously identify opportunities to simplify processes and improve operational efficiency.
Qualifications
Experience working with fast-growing companies (mandatory).
3–5 years of experience leading Customer Support, Customer Success, Contact Center, Telesales, or E-commerce operations.
At least 1 year of experience managing outsourced (BPO) operations and frontline teams.
Strong background in chat-based customer support, digital sales, telesales, or e-commerce customer operations.
Advanced knowledge of customer support platforms (especially Zendesk) and CRM tools.
Strong analytical skills with proficiency in Excel and performance dashboards.
Advanced English or Spanish - written and verbal (direct contact with manager, and able to collaborate with global stakeholders).
Benefits
Skills Required
- Experience working with fast-growing companies
- 3-5 years leading Customer Support, Contact Center, Telesales, or E-commerce operations
- At least 1 year managing outsourced (BPO) operations and frontline teams
- Strong background in chat-based customer support, digital sales, telesales, or e-commerce customer operations
- Advanced knowledge of customer support platforms (especially Zendesk) and CRM tools
- Strong analytical skills with proficiency in Excel and performance dashboards
- Advanced English or Spanish - written and verbal
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.
PayJoy Insights
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.
