Merchant Operations Analyst at payjoy

About PayJoy PayJoy 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 Responsibilities • Investigate and identify customers on social media posts for PayJoy app removal • Maintain communication to collections team of customers that have removed the app • Device repairs - Manage and maintain direct contact with repair centers for PayJoy devices • Support TSA with evidence on issues reported by customers and customer experience on devices. • Test special projects implementation and document all issues found • Assist with special project rollouts • Technical training for other departments and customer experience • Responsible for in store device collections for canceled customers • Maintain clerk registration links for new store rollouts • Bridge between PayJoy and external CX team • Inventory management - Maintain tablet rollout, inventory and up to date store tablet allocations • Inventory management in office - Customer cancellations • Maintain APN Sim card activations, inventory and accurate store sim allocations • Kiosk support - Direct support for promoters for the first 30 days of a new kiosk location • Respond to CX inquiries: Technical Operations Analysts are responsible for answering the customer's experience team’s technical questions and resolving technical issues that they encounter while using a product or service. • Troubleshoot technical issues: Technical Operations Analysts must be able to diagnose and troubleshoot technical problems that customer experience encounter with products or services. • Provide technical guidance: Technical Operations Analysts must provide customer experience with guidance on how to use a product or service effectively and efficiently. • Document and escalate issues: Technical Operations Analysts must document all issues that they encounter with the merchant console and escalate complex issues to higher-level support personnel. • Conduct research: Technical Operations Analysts must conduct research to identify problems. • Collaborate with other teams: Technical Operations Analysts must collaborate with other teams, such as collections, finance, sales and CX to identify issues and improvement opportunities. • Test and evaluate products: Technical Operations Analysts must test and evaluate new products and services to ensure they are functioning properly and meet customer needs. • This position will also require participation in an (off-hours/weekend) rotation • Support Operations team with merchants administrative needs • Work with other PayJoy Teams to ensure successful execution of regional projects • Be adaptive as needed to support internal and external customer needs Requirements • Strong technical knowledge: Technical Operations Analysts must be familiar with the products, systems, and technologies they support. • Excellent communication skills: Technical Operations Analysts must be able to communicate effectively with customers and colleagues, both verbally and in writing. • Customer service orientation: Technical Operations Analysts should be focused on delivering excellent customer service and have the ability to empathize with customers and understand their needs. • Team player: Technical Operations Analysts must be able to collaborate effectively with other members of the support team as well as with other departments • Flexibility and adaptability: Technical Support Analysts should be able to adapt to changing customer needs and technologies, and be willing to learn new skills Benefits • 100% Company Funded : Private Health Insurance for employee and immediate family • Pension Fund • Company-funded employee life and disability insurance • 20 days vacation, unlimited sick leave • $2,000 USD annual Co-working Travel perk • $2,000 USD annual Professional Development perk • Phone Finance, headphone benefit, home office equipment allowance and wellness perks • Catered Lunch 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