Merchant Operations Analyst

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 Merchant Operations Analyst is responsible for providing support, including attend to requests for customer creation, as well as manage and monitor databases (updating prices, blocking and unblocking of store retailers and users), identifying potential risks in current processes, seek for optimization of resources (e.g. creating guidance documents from the tools we are using), providing insights to stakeholders ( reports) and  taking care of the admin/merchant/clerk (partners),;  in conjunction with internal and external stakeholders.

• Handle partners’ queries, administrative support requests, and operational coordination. Act as a subject matter expert regarding specific issues and concerns raised by the partners. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. 
• Own the partner communication channel,  by using Mailing platform, our own console and WhatsApp by always communicating timely and in manner issues that impact their daily operations and sales; as well as NPS by using survey forms, data gathering and design programs, in order to receive an analysis and high level insight of our admin status and how we can improve their experience with us. 
• Streamline and standardize the merchant/partner onboarding process to ensure accuracy and compliance, including documentation, data entry, and record-keeping ( creation and closure of stores, and clerk management). Support general requests on the platform.
• Focus on optimizing processes, identifying bottlenecks, streamline workflows, and facilitate communication between different functions. Identify potential process risks and work with the finance team to provide optimal solutions.
• Assist in coordinating the resolution of bug-related issues and implementing solutions and training of them, by creation of educational materials, expect our external users to be autonomous to solve and use products to decrease our contact rate.
• Perform reconciliations for payment with partners, management of promotions and assurance of payments to partners. Ensure commissions payments, promotion, incentive, etc will be paid on time.
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers, providing accurate, valid, and complete information by using the right methods/tools.

• Bachelor's degree in industrial engineering, administration, or a related field.
• 2+ years of Customer Experience background, managing partners remotely accounts in Telecom, Finance and/or Retail
• Outstanding organization, detailed oriented, problem-solving orientation, analytical and structured communication skills.
• Ability to engage and grow commercial partners, present and train teams and implement effective processes.
• Strong technology skills (MS Office, CRMs, SQL, Google Suite or Office, especially Excel, etc.),  handling large volumes of databases, as well as elaborating financial reports.
• Ability to analytical thinking, interpret and use data to guide strategic and operational decisions.

• 100% Company Funded : Private Health Insurance for employee and immediate family
• 20 days vacation
• Phone finance, Headphone, home office equipment and fitness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk

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