The Role
Manage tech infrastructure for global support operations, optimize tool usage, oversee QA and training teams, and track performance metrics.
Summary Generated by Built In
About PayJoy
PayJoy 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 role
The Tech Ops Sr Manager is responsible for managing the tech infrastructure that makes support Ops possible globally. Essentially, this means optimizing how we use our tools to maximize customers and clerks experience, automation rates, and other support-associated metrics. Additionally, this role will be responsible for data tracking, reliability, and converting new tools features into insights. Finally, this role will manage the QA and Training teams, in charge of improving the qualitative aspect of our agents interactions.
Responsibilities
- Manage, coach, and motivate the Tech Ops team in each one of their verticals, ensuring good engagement and rapport, as well as keeping the energy and collaboration levels high
- Handle all high impact tech projects related to Support, managing prioritization, backlog, activities, and on-time delivery
- Manage the relationship with our main Tools providers in terms of expectations, negotiations, contract shifts and feature development
- Coordinate activities of the QA & Training team with the Support teams, ensuring a proper cadence of interactions and corrective course of actions
- Oversee the development and maintenance of knowledge base articles, FAQs, and other support documentation to improve our chatbot effectiveness and how our c
- Collaboration with Customer Service, Product, Engineering, and Operations teams to ensure seamless support integration and timely resolution of customer issues
- Track key performance indicators, prepare and present reports on team performance, key metrics, customer feedback and provide insights to management.
- Monitor and analyze support trends metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction
- Be a key stakeholder with the product team.
Qualifications
- Bachelor's degree in a relevant field, such as computer science, information technology, product development, engineering, or even finance
- 5+ years of experience managing a PM/Tech role in a SaaS company, Fintech, high-growth startup, or similar environment
- Solid understanding of support CRMs, automations, AI flows methodologies and best practices. Familiarity with SQL, API fundamentals, mobile and web application technologies
- Experience as a project manager of a multicountry team
- Excellent written and verbal communication skills with the ability to communicate effectively with senior management
- Strong analytical and problem-solving abilities.: ability to analyze complex situations, identify root causes, and implement effective solutions.
- Knowledge of support tools: Familiarity with ticketing systems (e.g., Zendesk, JIRA), communication platforms (e.g., Slack), and knowledge management systems (e.g., Confluence).
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 wellnes perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% 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 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
Top Skills
AI
APIs
Confluence
Data Science
JIRA
Machine Learning
SaaS
Slack
SQL
Zendesk
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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.
