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 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 mission of the Global Support Ops Analytics Manager is to drive strategic improvements across product development, operational efficiency, and customer engagement by leveraging data-driven insights from support interactions. This professional aims to enhance user experience and business outcomes by identifying product enhancements, streamlining support processes, and uncovering behavioral patterns that influence retention, lifetime value, and conversion, ultimately transforming support data into actionable solutions that benefit customers, clerks, and merchants alike.
Responsibilities
Conduct deep-dive analyses to uncover root causes of operational or strategic challenges, translating complex issues into clear decision-making frameworks to leadership, partnering with cross-functional teams to frame problems and develop actionable solutionsCreate in-depth investigations related to operational challenges to improve efficiency, experience, and cost per-interactionDesign new processes to improve retention and upselling across markets;Product opportunity: how can we improve the product, taking insights from customer and clerk interactions, providing credible evidence, and proposing solutionsRedesign cumbersome processes that affect customers, clerks, and merchants' experience to improve experience and response timesCustomer behavior insights: investigate behavioral patterns or links between customer engagement metrics, support interactions, and usage of our product to boost retention, LTV, and conversion rates in cases of upselling,
Qualifications
Bachelor’s degree in Finance, Business Administration, or a related field.Minimum of 6 years of experience in Data analytics and sales operation, on Fintech or Start-upData visualization software (Power BI, Looker, Tableau), Python, SQL and Excel advanced skillsData-driven mindset and decisions, results-driven, flexible (enjoy a high-change environment), growth mindset and ability to communicate with business stakeholdersGreat problem solving solutions: ability to find avenues to improve the quality of our analysisStrong communication skills - top down messaging, supporting evidence, arguments, ability to communicate with high-level executivesAutonomy to navigate datasets and people involved in different aspects of the business to reach to data or conclusions without major supervision,
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 bonus20 days paid Vacation50% Vacation premium13% 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 perkPayJoy 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.
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
