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 PayJoy 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. 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