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

About the role

Merchant Operations is dedicated to providing administrative support in conjunction with internal and external stakeholders, to foster a satisfactory and positive relationship between PayJoy and our partners.

The Merchant Operations Supervisor for PayJoy Indonesia will be tasked with taking care of the admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders. The perfect candidate should be comfortable mentoring and guiding a team, comfortable with people across the organization, and focused on improving processes and issues found to ensure a great customer (admin, merchant, and clerk) experience.

In this role, they will own, monitor and improve merchant support metrics (e.g. onboarding turnaround time, requirement completeness, etc). Additionally, the hired candidate will report to the Operations Manager, forge strong alliances with the Commercial team in Indonesia, and interact with other business operations and merchant support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow the standardization of PayJoy global merchant support metrics and initiatives (e.g. aligning a common cross-country approach for merchant support quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and manage reporting tasks. This role will be instrumental in the newly launched operations.

Responsibilities

Partner Support & Operations: Handle partners’ queries, support requests, and operational coordination. Ensure timely and efficient resolution of issues while maintaining a positive partner experience. Own the partner communication channel and NPS

Documentation & Onboarding: Manage merchant/partner onboarding, including documentation, data entry, and record-keeping. Streamline the onboarding process to ensure accuracy and compliance.

Store Management: Oversee store-related tasks, including creation, closure, and clerk management. Ensure smooth store operations and effective clerk management.

Operational Efficiency: Focus on optimizing processes and ensuring smooth collaboration between teams. Identify bottlenecks, streamline workflows, and facilitate communication between different functions.

Provide technical guidance to the customer on using a product or service effectively and efficiently.

Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.

Standardize, localize, and run the partners' onboarding and support processes 

Act as a subject matter expert regarding specific issues and concerns raised by the partners

Provide accurate, valid, and complete information by using the right methods/tools

Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers

Supervise the data reconciliation of payments and disbursements to be coordinated with Finance departments

Requirements

Native Bahasa Indonesia and excellent English, both verbal and written

3–6 years in merchant support / business support (finance industry preferred)

Strong, hands-on understanding of Merchant KYB

Deep experience administering and managing Zoho end-to-end (configuration, workflows, modules)

Proven people management — has directly led at least 3 subordinates

Strong operations mindset across both manual and automated workflows, with experience working to strict SLAs

Detail- and process-oriented

Solid data analysis capability

Comfortable with Google Workspace (Sheets, Docs, Slides) and/or Microsoft Excel

Bachelor's degree or equivalent

Willing to work on-site in the SCBD area and able to thrive in a fast-paced environment

Aligned with PayJoy's principles and culture

Reliable home internet for occasional remote work

Experience building and maintaining API integrations between Zoho and other systems

Strong SQL and Python skills for deeper analysis and automation

Experience with Zendesk or other CRM/support platforms beyond Zoho

Track record scaling operations in a high-growth fintech environment

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