Tools Optimization Specialist
Mexico City
Go To Market – Global Tools & Metrics /
Full-Time /
Hybrid
About PayJoy
PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoy’s “secret sauce” technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 10 million happy customers and over a billion dollars of sales in 2023.
This Role
As a Tools Optimization Specialist, you will play a pivotal role in supporting the Tools Global Manager in the configuration and project management of various tools utilized across the company. You will be responsible for supporting the seamless integration, optimization, and effective utilization of tools such as Zendesk, AI bots, Talkdesk, Jira, and other relevant platforms. This position requires a keen understanding of project management, SOP mapping, strong analytical skills, and the ability to collaborate with cross-functional teams to drive efficiency and innovation in tool usage.
At PayJoy, we transform lives by unlocking access to the modern financial system. Your role will help empower underserved individuals to step into a brighter financial future.
Responsibilities
- Collaborate with the Tools Global Manager to assess the company's tooling needs and requirements
- Assist in regular audits and assessments to ensure tools are functioning optimally and meeting user requirements
- Assist in the configuration, customization, and optimization of tools to align with business objectives and workflows
- Provide ongoing support and troubleshooting assistance to users experiencing issues with tools
- Document all changes made to the tools, as well as the inclusion and exclusion of access in order to provide track and control of these actions
- Proactively identify opportunities to enhance existing tools or implement new tools to drive efficiency and innovation and present implementation cases of said opportunities to the Global Tools Manager
Requirements
- Undergraduate degree with 1-2 years experience in a customer experience or similarly high volume, highly structured environment
- Analytical skills in support of high impact initiatives
- Proficiency in English and Spanish
- Prioritization skills to direct your own efforts amid competing priorities
- Ability to communicate efficiently with stakeholders
- Proactive mindset
Desired qualifications
- Experience in CRM configuration (Zendesk is preferred)
- Understand the main concepts of customer experience and CX metrics
- Past experience working with distributed cross-functional teams
- Create functional process flows in easy-to-understand models and in a collaborative way
- Understand how automation models work, being able to implement flows with the strategic help of a leader
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
