Customer Support Lead

About the Role:

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.

At Papaya Pay, we value flexibility, clear communication, and a commitment to continuous learning. We believe that diversity and inclusion are essential to fostering a culture where every team member can grow, make an impact, and feel valued. Guided by our core principles—putting customers first, embracing entrepreneurial resourcefulness, and making data-driven decisions—we aim to create a collaborative and innovative environment. If these values resonate with you, we’d love to hear from you! 

Open to remote candidates based in the following US States: CA, CO, FL, IL, MI, NJ, NC, OH, PA, RI, TX, WA, NY.

What you would be doing: 

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.

We’d like to hear from candidates with: 

• 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. 

About Papaya:

Papaya is a modern fintech platform that simplifies bill payments for American families. Using computer vision and automation, our app makes paying your bills as simple as taking a picture. 

We started in 2016 with the mission to alleviate the frustration of paying bills. We are building technology to help address finances, American families’ number one source of stress, while also helping billers of all sizes and from all industries get paid faster and more often. We have a constellation of B2B and B2C offerings that support our values.

At Papaya, we love to celebrate our incredible group of hardworking employees - and it shows. We’re proud to say that we were voted one of Built In LA’s Best Small Companies to Work for in 2023, 2024, and 2025! We are proud to have 4.8 stars and over 116k reviews on the App Store, and are backed by several investors, including Sequoia Capital and Bessemer Venture Partners.

In order to provide greater transparency, we have included base pay ranges for all of our US-based job postings. Our pay ranges are based on the role's level and responsibilities, and benchmarked against similar stage growth companies in the fintech industry. We utilize multiple factors including skills and work experience to determine the final offer amount given to each candidate. The base pay range for this position is: $65,000-$70,000.