Technical Support Analyst Manager

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 Technical Support Analyst Manager is responsible for leading and managing a team of technical support professionals to ensure the successful resolution of customer issues and the delivery of exceptional support services, driving efficiency, and optimizing workflows, and driving continuous improvement within the Technical Support team.

Responsibilities

• Manage, coach, and motivate a team of Technical Support Analysts, fostering a culture of collaboration, learning, and high performance.
• Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
• Develop and implement effective strategies, policies, and procedures, implement best practices, and optimize workflows to enhance support efficiency and customer satisfaction.
• Oversee the development and maintenance of knowledge base articles, FAQs, and other support documentation; including developing and delivering training programs to enhance the technical skills and knowledge of the support team.
• Collaboration with Customer Service, Product, Engineering, and Operations teams to ensure seamless support integration and timely resolution of customer issues.
• Track key performance indicators, prepare and present reports on team performance, key metrics, customer feedback and provide insights to management.
• Monitor and analyze support trends metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
• Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.

Qualifications

Benefits

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

#J-18808-Ljbffr