Customer Support Lead, Papaya
$65-70k
More information about location
Payments fulfilment platform
Be an early applicant
Payments fulfilment platform
21-100 employees
Be an early applicant
$65-70k
More information about location
21-100 employees
Company mission
To alleviate the stress and anxiety Americans face in paying bills.
Role
Who you are
- At Papaya Pay, we value flexibility, clear communication, and a commitment to continuous learning
- Strong understanding of traditional customer service KPIs: NPS (net promoter score), CSAT (customer satisfaction), FCR (first contact resolution), handle time, time for first response, SLA, availability, efficiency, etc
- Experience with any CRMs or technology tools (Service Cloud, Zendesk, HelpScout, Kustomer, etc)
- Prior experience with leading training sessions
- Prior experience building training materials from the ground up
- Excellent communicator with a knack for explaining complicated / technical items in a simplistic way
- Comfortable working with ambiguity and capable of quickly shifting priorities given business requirements
What the job involves
- As the Customer Support Lead on our Operations team, you will be responsible for managing and supporting a team of customer support agents (BPO), ensuring the team meets service level agreements, resolving escalated issues, and implementing strategies to improve customer satisfaction and team performance
- Escalation Handling
- Act as the point of contact for customer escalations, resolving complex issues with empathy, speed, and sound judgment
- Partner with the BPO leads and internal teams to drive resolution and improve root cause handling
- Create and update information cards in Guru for BPO team
- CS Team (BPO) Management & Oversight
- Build a strong working relationship with the BPO team to ensure alignment on goals, expectations, and quality standards
- Monitor BPO performance and provide feedback, coaching, or support as needed
- CS Metrics Monitoring & Performance Management
- Track and analyze key customer service metrics (CSAT, response times, productivity, resolution rates)
- Identify performance gaps and collaborate with stakeholders to implement improvements
- Data Analysis, Reporting, and Presentations:
- Be able to distill the most important and high impact things we can improve on and crystallize insights from all the data you will gather and analyze
- Provide regular report outs to Operations management and key stakeholders (BPO, Product, Sales) about how our team is doing
- Presentations during various meetings to drive change and influence others to change behaviors to improve metrics
- Managing Up and Reporting
- Communicate clearly and proactively with leadership on risks, wins, trends, and opportunities in the CS function
- Prepare and present regular performance summaries and updates on key initiatives
- Identify opportunities to improve support workflows and customer touchpoints
- Project Ownership
- Lead quarterly initiatives aimed at improving customer experience, operational efficiency, or team workflows
- Set goals, manage timelines, and report on outcomes
- Cross-Functional Collaboration
- Serve as the voice of the customer across Operations, Product, Compliance, and other relevant teams
- Ensure smooth handoffs, process alignment, and shared visibility on customer-impacting issues
Our take
Papaya offers an instant payment service for physical bills. Users take a photo of a bill using their mobile phone, and are able to instantly pay using a designated card or bank account.
As consumers become more and more reliant on their mobile devices to manage their lives, Papaya has taken the complexity out of online banking and created a service that can be used on the go. The growth in cashless transactions in the US has been steep, and a variety of fintech startups have launched to capture this demand.
There are other players in the bill payments market, and many are consolidating, such as BillGo, which acquired rival company Prism. Papaya has gained traction through its simplicity and ease of use, but it will need to continue to innovate to avoid losing out to more prominent players in the space. A 2021 partnership with bank technology provider HC3 aims to do just that by allowing customers to pay bank or credit card bills using the Papaya app.
Steph
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Company benefits
- We're a remote-friendly company with roots in Los Angeles, CA
Company HQ
Sherman Oaks, Los Angeles, CA
Leadership
Patrick Kann
(CEO)Having worked as a Corporate Account Officer for 2 years and a World Bank Associate, they took an MBA and worked at eSolar, Macquarie Bank, and Idealab. They left their GameMix Board Member role in September 2015 having co-founded Papaya that June.
Jason Meltzer
(CTO)Having studied at Caltech, they took a Ph.D. at UCLA before working as a Robotics Scientist for 6 years. They founded SightCine in 2009 before co-founding Papaya in June 2015.
Share this job