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 roleThe Tools Manager will be responsible for standardizing and making measurable all level 1 and 2 clerk and customer support tools, across voice and text channels. Able to distill complex analyzes and transform them into action plans, managing multifunctional projects with measurable and achievable objectives and targets. Strong communication skills to manage expectations and impacts together with the main stakeholders of customer support and clerk support.ResponsibilitiesEnsure support tools are available and workingEnsure key support metrics are measured and reported correctlyEstablish and monitor quality standards for the support team, through the support of the learning and development structureStandardize the use of automation and customer relationship management tools in all countries in which we operateControl, approve and contract support toolsIdentify opportunities for cost and efficiency optimization in our customer support and communication channelsRequirementsHave a degree in business areas, or equivalent experience, 10 years or more in the customer support areaProficient in English and Spanish, Portuguese is a plusAdvanced knowledge of CRM tools such as Zendesk and TalkdeskKnowledge of SQL and the use of BI tools inside CRM and automations toolsSolid experience in leading multicultural and remote teamsDesirable QualificationsKnowledge of support tools that use artificial intelligenceKnowledge of calculation methods for main c.x indicators as well as renowned performance models for the market in which Payjoy operatesEase and confidence in making complex decisionsKnowledge of risk management models and matricesApply for Tools ManagerResume/CV*
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