Merchant Operations Supervisor

About PayJoy

PayJoy, a Public Benefit Corporation, 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 card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Merchant Operations Supervisor will oversee and optimize merchant-related processes to ensure seamless operations, drive merchant engagement, and improve overall performance. This role requires strong leadership, analytical skills, and a deep understanding of merchant support, logistics, and operational excellence. The ideal candidate will have experience managing highly skilled professionals and fostering a high-performance culture.

Responsibilities

• Merchant Support & Performance Management: Supervise merchant operations, ensuring efficient onboarding, training, and ongoing support.
• Process Optimization: Develop and refine operational processes to improve merchant efficiency, reduce friction, and enhance partner experience.
• Data Analysis & Reporting: Monitor key performance metrics, analyze trends, and provide actionable insights to improve merchant performance.
• SQL Reporting: Create and maintain reports using SQL to extract and analyze data for operational insights and decision-making.
• Cross-Functional Collaboration: Work closely with sales, product, and customer support teams to align merchant operations with business goals.
• Compliance & Risk Management: Ensure adherence to company policies, regulatory requirements, and risk mitigation strategies.
• Issue Resolution: Act as the escalation point for merchant-related issues, troubleshooting problems and implementing solutions promptly.
• Training & Development: Conduct training sessions and create resources to enhance merchant understanding of PayJoy’s products and processes.
• Team Leadership: Lead and mentor a team of highly skilled professionals, fostering an environment of accountability, innovation, and excellence.
• Identify potential risks in processes and work with the finance and accounting team to provide optimal solutions.
• Provide financial insights to stakeholders and decision makers.

Requirements

• Bachelor's degree in Business, Operations, or a related field.
• 3+ years of experience in merchant operations, retail operations, or a related role.
• Strong leadership skills with experience managing highly skilled professionals.
• Proficiency in SQL for data extraction and reporting.
• Proficiency in data analysis tools and reporting.
• Excellent problem-solving and communication skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Experience in fintech, retail finance, or mobile device financing is a plus
• Advanced oral and written English skills.

Benefits

• 100% Company-funded Health and Dental Insurance for employees and immediate family members
• Life insurance
• Vacations 30 days
• Phone finance, Headphone, home office equipment and wellness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk
• Catered lunches