Tools Manager - PayJoy

Job Title: Tools Manager
Job Location: Sao Paulo
Job Listing URL: https://jobs.lever.co/payjoy/872fda44-bff5-47f9-b695-43a2f99e946c
Job Description: About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

The Tools Manager will be responsible for standardizing and making measurable all level 1 and 2 clerk and customer support tools, across voice and text channels. Able to distill complex analyzes and transform them into action plans, managing multifunctional projects with measurable and achievable objectives and targets. Strong communication skills to manage expectations and impacts together with the main stakeholders of customer support and clerk support.

Responsibilities
Ensure support tools are available and working
Ensure key support metrics are measured and reported correctly
Establish and monitor quality standards for the support team, through the support of the learning and development structure
Standardize the use of automation and customer relationship management tools in all countries in which we operate
Control, approve and contract support tools
Identify opportunities for cost and efficiency optimization in our customer support and communication channels
Requirements
Have a degree in business areas, or equivalent experience, 10 years or more in the customer support area
Proficient in English and Spanish, Portuguese is a plus
Advanced knowledge of CRM tools such as Zendesk and Talkdesk
Knowledge of SQL and the use of BI tools inside CRM and automations tools
Solid experience in leading multicultural and remote teams
Desirable Qualifications
Knowledge of support tools that use artificial intelligence
Knowledge of calculation methods for main c.x indicators as well as renowned performance models for the market in which Payjoy operates
Ease and confidence in making complex decisions
Knowledge of risk management models and matrices
Benefits
Company-funded Health and Dental Insurance for employees and immediate family members
Life insurance
Monthly benefits of meal vouchers and Home Office assistance
Meal vouchers per work day
$2,000 USD annual Coworking Travel Perk
$2,000 USD annual Professional Development Perk
$500 USD annual Fitness Perk