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 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
This role
The Technical Support Analyst Manager is responsible for leading and managing a team of technical support professionals to ensure the successful resolution of customer issues and the delivery of exceptional support services, driving efficiency, and optimizing workflows, and driving continuous improvement within the Technical Support team.
Responsibilities
- Manage, coach, and motivate a team of Technical Support Analysts, fostering a culture of collaboration, learning, and high performance.
- Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
- Develop and implement effective strategies, policies, and procedures, implement best practices, and optimize workflows to enhance support efficiency and customer satisfaction.
- Oversee the development and maintenance of knowledge base articles, FAQs, and other support documentation; including developing and delivering training programs to enhance the technical skills and knowledge of the support team.
- 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.
- Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
Qualifications
- Bachelor's degree in a relevant field, such as computer science or information technology 3+ years of experience managing and leading a technical support team, preferably in a SaaS or technology-driven environment.
- Solid understanding of technical support principles, methodologies, and best practices.
- Familiarity with SQL, API fundamentals, mobile and web application technologies.
- Experience in using support management tools and systems.
- Excellent written and verbal communication skills with the ability to communicate effectively with technical and non-technical audiences.
- 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 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
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