The Senior Manager of General Support - Mexico will be responsible for managing the day to day operations of all Customer and Clerk support teams in Mexico. In this role, they will monitor and improve support metrics (e.g. average handle time, first reply time, clerk satisfaction and customer satisfaction) and make sure that the teams are effectively supporting the experience of our customers in the country. Additionally, they will forge strong alliances with key stakeholders such as the Country Manager and Commercial Director in Mexico, making sure that each team is performing according to local expectations. Additionally, this role will push for standardization of global metrics and initiatives (e.g. align a common cross-country approach for support agent QA ratings), seek for optimization of resources (e.g. tools and licenses cost), and product improvements. This role will be instrumental in the new Global Support Ops organization.
At PayJoy, we transform lives by unlocking access to the modern financial system. Your role will help empower underserved individuals to step into a brighter financial future.
Key Responsibilities
Design and implement the global support strategies to maximize customer and clerk experience.
Identify current bottlenecks and issues in common all Support processes and propose improvements.
Optimize resource management of Support agents.
Align on and carry out Fraud Prevention strategy with Fraud/Risk teams.
Stakeholder management of local commercial director and country manager.
Co-design a global performance metrics system to compare performance across BPOs and internal Support teams
Co-design a scalable QA strategy to capture improvement areas at agent level, determine a proper training system, and standardize incentives/SLAs
Qualifications
Experience in managing complex, large support teams with some commercial overlap/exposure
Exposure to “0 to 1” situations where the candidate had built a team or processes from scratch
7+ years of experience working in Operations of high-growth startups
Advanced use of G-sheet/Microsoft Excel and comfort with analytics
Bachelor degree in Business Administration, Economics, Finance, Accounting, related fields
Exposure to regional roles
Experience in managing BPOs
Experience in specific large scale SAAS projects (e.g. migration to a new CRM)
MBA desired
SQL basics desired
Benefits
100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
Life insurance.
Phone finance, Headphone, home office equipment, and wellness perks.
30 days of Christmas bonus
20 days paid Vacation
50% Vacation premium
13% Saving funds
$2,000 MXN monthly grocery coupons
$2,000 USD annual Co-working Travel perk
$2,000 USD annual Professional Development perk
Catered lunches
Skills Required
- Experience managing complex, large support teams with commercial overlap/exposure
- Exposure to building teams or processes from scratch (0 to 1)
- 7+ years of experience working in Operations at high-growth startups
- Advanced use of Google Sheets / Microsoft Excel and comfort with analytics
- Bachelor degree in Business Administration, Economics, Finance, Accounting, or related field
- Exposure to regional roles
- Experience managing BPOs
- Experience in large-scale SaaS projects (e.g., migration to a new CRM)
- MBA
- SQL basics
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.
-
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.
-
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.
-
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.
