Operations Representative - Eccommerce
Mexico City
Go To Market – Marketing /
Full-Time /
Hybrid
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 1P Ecommerce Operations Representative is responsible for outbound and inbound customer sales support, order processing, and post-sales customer support, as well as the interface between clients and the frontline agents covering most pre-sale customer service, our logistics and fulfillment partners, and ecommerce management.
Responsibilities
- Provide customer service and external agent support, including resolution of complex client support cases, especially as related to post-sale support and acting as key interface between clients/frontline agents and logistics partners. Resolution of cases involving return guarantees, equipment repair, etc.
- Manage orders, including ensuring correct processing of orders in the distribution platform and follow-ups with clients / delivery services as needed to ensure correct delivery or orders.
- Ensure all information is properly documented for future reference or analysis, recording customer interactions, including relevant details, in the contact center's database or customer relationship management (CRM) system.
- Provide insights to the management team for continuous improvement of products, services, and processes, analyzing the customer feedback from post-interaction surveys to gauge customer satisfaction levels and the customer feedback collected.
- Maintain a high standard of service quality and professionalism during each customer interaction, adhering to company policies, procedures, and legal regulations while handling customer interactions.
Qualifications
- Bachelor's degree in Industrial Engineering, Business Administration, or a related field.
- 1-2 years in customer service, operations, or administrative roles.
- Strong attention to detail.
- Effective communication skills, ability to work in a team and handle difficult situations under pressure.
- Agility in keyboarding, spelling and writing.
- Proficiency with excel/google sheets for data management and spreadsheet maintenance.
- Comfortable learning new software tools. Experience in customer relationship management software (CRM), in financial services or technology is desirable.
Benefits
- 100% Company-funded Health and dental and vision discount plan for employees and immediate family members.
- Life insurance.
- Phone finance, Headphone, home office equipment and wellnes perks.
- 30 days of Christmas bonus
- 20 days paid Vacation
- 50% Vacation premium
- 13% Saving funds
- $2,000 MXN monthly grocery coupons
- $2,000 MXN monthly restaurant coupons
- $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.
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
