Payjoy1d ago

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Partner Success Operations Analyst

Mexico·Mexico CityFull-Timemid

OperationsOtherOperations AnalystMerchant

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Quick Summary

Overview

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.

Technical Tools

OperationsOtherOperations AnalystMerchant

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 Partner Success Analyst is responsible for ensuring the scalability, efficiency, and partner-centered execution of the Merchant Operations team. This role combines process optimization, portfolio management, commission oversight, risk prevention, and actionable insights generation, acting as the key operational bridge between partners and internal teams (CX, KAMs, Tech, FinOps). The ideal candidate is equally capable of designing and standardizing processes as they are of executing day-to-day partner care and operational follow-through.

Define and oversee the end-to-end commission payment process, ensuring accuracy and timeliness.

Validate commission calculations, rebillings, and complex or non-standard financial cases.

Track and follow up on pending invoices and payments; manage communication with partners on status, reminders, and next steps.

Resolve non-standard financial incidents in coordination with FinOps and relevant internal teams.

Maintain an organized tracking system of all commission and billing pending items.

Actively manage an assigned portfolio of merchant partners, including high-complexity and critical accounts.

Monitor portfolio health indicators, risks, and opportunities to prevent store closures and operational friction.

Maintain consistent, structured communication with partners: provide operational education, set clear expectations, and ensure a high-quality partner experience.

Support partners through critical situations and edge cases with tailored accompaniment.

Document and standardize operational processes to ensure consistency and scalability.

Identify operational friction points and rework, proposing and implementing improvement strategies.

Create playbooks, operational guides, and supporting materials for the team.

Execute defined operational playbooks for incident resolution and partner rehabilitation.

Centralize and analyze partner feedback to detect recurring patterns, problems, and opportunities.

Translate operational needs into actionable inputs for the Product team; track follow-through on implemented improvements.

Analyze operational data and metrics to generate insights that drive decision-making and improve partner outcomes.

Identify accounts at risk (payment issues, blocks, bad practices) and proactively escalate and follow up on critical cases.

Execute partner rehabilitation processes as needed.

Coordinate with internal teams (CX, Tech, KAMs, FinOps) to unblock and resolve escalated issues.

Collaborate with the fraud team to identify and mitigate field-level fraud risks.

Bachelor’s degree in Business Administration, Marketing, or a related field.

2+ years of experience in partner success, account management, commercial operations, or related roles.

Strong analytical skills with the ability to interpret operational data and generate actionable insights.

Experience with commission management, financial reconciliation, or billing processes.

Demonstrated ability to document, optimize, and scale operational processes.

Excellent communication and interpersonal skills; ability to build strong relationships with partners and cross-functional teams.

Ability to work effectively under pressure in a fast-changing environment.

Advanced English and fluency in Spanish required.

100% Company-funded Health and dental and vision discount plan for employees and immediate family members.

Life insurance.

Phone finance, Headphone, home office equipment and wellness perks.

30 days of Christmas bonus

20 days paid Vacation

50% Vacation premium

13% Saving funds

$2,000 MXN monthly grocery coupons

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Catered lunches

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