Senior Operations Specialist driving high - quality execution across client operations and products. Collaborating with internal teams to deliver tailored solutions in a hybrid work environment.
About the role
- Mentoring and guiding a team focused on improving processes in Merchant Operations at PayJoy. Handling partner queries, onboarding, and streamlining workflows for a better customer experience.
Responsibilities
- Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS.
- Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.
- Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.
- Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.
- Provide technical guidance to the customer on using a product or service effectively and efficiently.
- Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
- Standardize, localize, and run the partners' onboarding and support processes
- Act as a subject matter expert regarding specific issues and concerns raised by the partners.
- Provide accurate, valid, and complete information by using the right methods/tools
- Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.
Requirements
- Bachelor's degree in industrial engineering, administration, or a related field.
- Experience of 2 years lead at least 3 subordinates in merchant support and business support in sectors such as telecommunications, retail, and/or finance in a fast-paced environment.
- Comfortable working on Google Suite, Microsoft Excel, and analytics,Familiarity with ZOHO, Zendesk, and other CRM systems and previous technical experience (SQL) is a plus.
- Robust knowledge and experience in data analysis
- Must be detailed and process-oriented, and have experience working with robust SLAs.
- Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
- Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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