Merchant Operations Representative

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 Representative 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 Merchant Operations Supervisor, forge strong alliances with the other Merchant Ops team members, and the Commercial team, 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.

• Perform outbound calls to the customers

• Execute quality control/assurance/maintenance

• 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

• Perform data reconciliation of payments and disbursements to be coordinated with Finance departments

• Manage the store’s required clerks / promoters documentation

Requirements

• Native verbal and written communication in Bahasa Indonesia

• Basic verbal and written communication in English

• Strong operations handling mentality and experience on both manual and automated works

• Willing to work on-site in the SCBD area

• Intermediate knowledge and experience in data analysis

• Aligned with PayJoy’s principles and cultures

• Bachelor’s degree or equivalent

• Minimum of 1 (one) year of working in merchant support/business support (finance industry background is preferred)

• Interested in growing a career as a merchant operations professional and manager

• Must be detail and process-oriented, and have experience working with robust SLAs 

• Self-orientation, drive, and ability to communicate clearly and persuasively to customers 

• Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics

• Reliable/strong internet connection (if needed to work from home)

• Strong interest & experience on CRM tool, Google Script integration and automation will be a plus

Benefits

• 100% Company Funded : Private Health Insurance for employee and immediate family
• 20 days vacation
• Phone finance, headphone, home office equipment and wellness perks.
• USD$2,000 annual co-working travel benefit
• USD$2,000 annual professional development benefit
• USD$500 annual wellness benefit 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