Clerk Support Supervisor

1 week ago

Johannesburg, South Africa PayJoy Full time

**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 2025 we have brought billions of dollars in credit to 15 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

**This role**

The Clerk Support Supervisor is responsible for ensuring effective support to the customer, resolving their queries and issues through the support team, ensuring an extraordinary experience. In addition to analyzing customer feedback and operational data to identify areas for improvement in service quality and operational efficiency.

**Responsibilities**:
- Strategizing and monitoring daily activities of clerk support operations, assisting where required.
- Overseeing and assessing clerk support staff activities, and providing them with regular performance-related feedback.
- Train staff in clerk support areas and company policies.
- Investigating and resolving clerk support complaints.
- Assisting with the development and implementation of support policies, maintaining documentation pertaining to clerk support department activities.
- Generate reports on team performance, analyzing data to identify trends, issues and opportunities for improvement.
- Constantly coordinate with Legal & Compliance for the correct execution of claims, writings or complaints from end customers.

**Requirements**:
- College in related areas such as Business Administration, Communications or similar.
- 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
- Solid knowledge of the main key performance indicators of customer experiences, in consumer law.
- Consumer protection and defense code.
- Knowledge of customer relationship management (CRM) software to manage customer interactions (Zendesk), track issues and analyze data (Excel and google sheets, Power BI or any other desirable)Ability to effectively lead and motivate a team.
- Problem-solving skills to maintain high levels of customer satisfaction.
- Ability to focus on the customer, sense of urgency and handling difficult situations under pressure.

**Benefits**:
Health Insurance - Company funded for employee and immediate family. Capped at R9360.00

Life insurance - Company funded

Pension Fund

Vacations 20 days

Phone finance, Headphone, home office equipment and wellness 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

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