---
title: 'Merchant Operations Supervisor at PayJoy'
canonical: 'https://feeny.ai/job/merchant-operations-supervisor-payjoy-jakarta-dccvfa4c1cyy'
type: 'job'
last_seen: '2026-10-17'
---

# Merchant Operations Supervisor at PayJoy

- **Company:** PayJoy
- **Location:** Jakarta, Indonesia
- **Work type:** onsite
- **Posted:** 2026-10-15
- **Last confirmed live:** 2026-10-17
- **Apply:** https://jobs.lever.co/payjoy/7a130d96-4ed9-40a1-9120-f07bc3d74ea8

## Job description

## 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

## About PayJoy

## Company Overview
- **One-liner**: PayJoy provides secured phone financing and cash loans to underserved customers in emerging markets, using patented technology to enable credit access without a bank account or credit history.
- **Entity Type**: Private (Public Benefit Corporation) – Total funding $635.6M across 14 rounds.
- **Headquarters**: San Francisco, California, United States (with regional hubs in Africa, Asia, and Latin America)
- **Founded**: 2015
- **Founders**: Doug Ricket

## Core Business
- **Primary industry**: Financial Services (Fintech – secured consumer credit)
- **Target customers**: B2C (underbanked individuals in emerging markets) and B2B (retailers offering point-of-sale financing)
- **Mission**: Bring financial access to emerging markets, helping customers achieve financial stability and success. As a Public Benefit Corporation, PayJoy is legally committed to customer financial well‑being.

## Products & Services
- **Phone Financing**: Pay‑as‑you‑go smartphone financing with no accruing interest, fixed transparent pricing, and no late fees. Customers need only an ID – no bank account or credit history required.
- **Cash Loans**: Credit offerings for micro‑entrepreneurs and as insurance for tough times, with flexible payments and no penalty for being behind.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Annual revenue of $320M (LinkedIn estimate); Total funding $635.6M
- **Notable Investors/Partners**: Not explicitly listed in provided sources, but the company has raised 14 funding rounds and operates in 9 countries across 3 continents.
- **Growth Signals**: 20M+ customers served, nearly $4B lent, 909 employees (+46.4% YoY), carbon neutral since 2022, active in 9 countries (including Mexico, Brazil, Peru, South Africa, India).

## Competitive Advantages
- Patented secured‑credit technology that enables lending without traditional credit history.
- No accruing interest, no late fees, and no penalty for missed payments – differentiates from predatory lenders.
- Public Benefit Corporation status legally commits the company to customer financial well‑being.
- Advanced machine learning, data science, and anti‑fraud AI for credit scoring.
- Deep operational presence on the ground in multiple emerging markets.

## Strategic Focus
- Scale global impact by expanding into new countries and deepening existing markets.
- Use data and AI to improve credit access and financial inclusion.
- Maintain transparent, customer‑first lending practices while achieving profitability.
- Continue hiring across engineering, data science, sales, and operations roles.

## Why Work Here
- **Mission‑driven**: Work on products that directly improve financial well‑being for millions of underserved people.
- **Culture**: Emphasizes transparency, directness, focus on scale, work‑life balance, and diversity. Employees rate culture 4.4/5 on LinkedIn.
- **Remote/Hybrid**: Global team with offices in San Francisco, Mexico City, and regional hubs; many roles appear location‑specific (e.g., Mexico City, São José).
- **Benefits**: Market‑competitive compensation, health & wellness benefits, parental leave, professional development funds, paid time off.
- **Growth**: Rapidly growing company (46% headcount growth YoY) with opportunities to shape products and services from day one.

## Sources
1. [PayJoy Careers Page](https://www.payjoy.com/careers)
2. [PayJoy About Page](https://www.payjoy.com/about)
3. [PayJoy Homepage](https://www.payjoy.com/)
4. [PayJoy Jobs on Lever](https://jobs.lever.co/payjoy/)
5. [PayJoy LinkedIn Company Page](https://www.linkedin.com/company/payjoy)

## Other roles at PayJoy

- [Sr. Manager Business Operations](https://feeny.ai/job/sr-manager-business-operations-payjoy-johannesburg-hby1zw0cp4mp) — Johannesburg, South Africa
- [Treasury Analyst](https://feeny.ai/job/treasury-analyst-payjoy-lima-3qt9cam7hb2t) — Lima, Peru
- [Merchant Operations Representative](https://feeny.ai/job/merchant-operations-representative-payjoy-jakarta-ggq5z3af80kg) — Jakarta, Indonesia
- [Promoter Manager](https://feeny.ai/job/promoter-manager-payjoy-johannesburg-6pv74vxnq3h7) — Johannesburg, South Africa
- [Promotor Eventual](https://feeny.ai/job/promotor-eventual-payjoy-panama-city-gdssf6pr6v11) — Panama City, Panama
- [Merchant Operations Analyst](https://feeny.ai/job/merchant-operations-analyst-payjoy-sao-paulo-pq1vendsdmd1) — São Paulo, Brazil
- [Senior Software Engineer](https://feeny.ai/job/senior-software-engineer-payjoy-san-francisco-dmr93zs0ngt1) — San Francisco, CA
- [Supervisor de operaciones de soporte](https://feeny.ai/job/supervisor-de-operaciones-de-soporte-payjoy-lima-gpn2ta9pyjwr) — Lima, Peru
- [Fraud Operations Representative](https://feeny.ai/job/fraud-operations-representative-payjoy-mexico-city-160rp1wq8vtd) — Mexico City, Mexico
- [Collections Tools Analyst](https://feeny.ai/job/collections-tools-analyst-payjoy-mexico-city-5f8v1w7nxt2c) — Mexico City, Mexico