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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
The Digital Customer Support Specialist is responsible for PayJoy’s social media community management, digital channel engagement, and Tier 2 escalation handling. This role combines customer and clerk support, community management, and cross-functional coordination to ensure timely, accurate, and empathetic engagement with customers, clerks, and online communities.
Responsibilities
- Handle Tier 2 customer and clerk interactions across digital and social media channels, including cases escalated from the third-party Level 1 support provider
- Maintain and update internal knowledge bases, FAQs, and response frameworks used by both the internal team and the outsourced Level 1 provider, ensuring consistency and accuracy across all support channels
- Serves as the point of Tier 1 escalations. Troubleshoot issues and resolve complaints within SLA, ensuring proper follow-up
- Act as a subject matter expert on PayJoy loan applications and processes
- Oversee and coordinate the resolution of complex clerk-facing technical issues escalated from Level 1, liaising with Product and Technical Support teams.
- Routine first-touch clerk inquiries are handled by the outsourced Level 1 provider.
- Collaborate with Global, Commercial, Product, Marketing, and Fraud to document and report anomalies in the systems and operations for improvement
- Manage and monitor PayJoy’s social media platforms (Viber, Facebook, Instagram, WhatsApp, etc.)
- Respond to inquiries, comments, and messages within defined SLAs
- Ensure all responses align with PayJoy’s tone of voice and brand guidelines
- Moderate user-generated content to maintain brand safety and compliance
- Escalate complex concerns to relevant teams (Customer Experience, Technical Support, Product, Marketing, Fraud, Social Media, etc.)
- Track and follow up on escalations to ensure resolution
- Participate in team meetings to align priorities and share insights
- Monitor sentiment, engagement trends, and recurring customer concerns
- Share insights and feedback with internal teams to improve products and content
- Maintain and update FAQs, response templates, and workflows
- Create a Standard Operating Procedure (SOP) documenting step-by-step instructions to ensure consistency, efficiency, and compliance for routine business tasks.
- Prepare weekly reports with actionable recommendations to improve customer and clerk experience
- Identify trends and opportunities to enhance engagement and efficiency
- Timely and high-quality responses to customer inquiries
- Strong adherence to brand voice and communication standards
- Positive improvements in customer sentiment and engagement
- Effective issue resolution and escalation handling
- Contribution to social media engagement, community growth, awareness, and CX KPIs (AHT, FRT, CSAT, etc.)
- Continuous improvement in processes and community management standards
Requirements
- Bachelor’s degree or equivalent experience
- At least 1 year of experience in Customer Experience and Social Media Support
- Knowledge of KYC processes in the Philippine financing industry
- Strong written and verbal communication (Tagalog or Visayan required; English is a plus)
- Experience working with SLAs and structured processes
- Familiarity with Zendesk, Chatbots, CRM tools, MS Office, and Google Workspace
- Analytical and Start-up mindset with attention to detail
- Self-driven, proactive, and customer-focused
- Reliable internet connection (if hybrid/remote support is needed)
- Willing to work on-site in BGC and shift schedules
- Embody PayJoy’s values and act as a brand ambassador in all interactions
- Demonstrate empathy, professionalism, and accountability
- Maintain a strong customer-first mindset in all decisions and actions
Benefits
- 100% Company Funded : Private Health Insurance for employee and immediate family
- 20 days vacation, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone Finance, headphone benefit, home office equipment allowance and wellness perks
- Catered Lunch
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
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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