About SadaPay

SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 3+ million users have left behind their worst banking frustrations: no hidden fees, free local transfers, and a payment experience that’s actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn’t just work; it feels fun! 🚀‍

Why is this role important?

A Junior Team Lead - Customer Experience at SadaPay is responsible for ensuring our team of Experience Associates remains motivated to address queries received through various channels. They are responsible for representing the Experience department to key stakeholders across the company and ensuring that all inefficiencies in our processes are mitigated. A JTL is also responsible for assisting Experience Leads and senior management where required. ‍

As a Sadanaut in this role, you will:

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• Manage and monitor a team of multiple Experience associates
• Monitor Intercom activity (Adherence, balance assignment of chats, etc)
• Monitor chat load on Intercom and identify ways to improve inefficiencies
• Identify any abnormal surges. Also, identify and inform the technical team of such surges in case of downtimes; the issue should be raised with the technical teams promptly, and the necessary bots should be activated.
• Responsible for onboarding new team members within the team
• Monitor and achieve team KPIs, which include adherence, CSAT, QA, SLAs etc (KPIs might alter as per the situation)
• Train the team on the required KPIs and ad-hoc departmental requirements
• Perform assigned tasks like managing JIRA boards, Account Statement Requests, Pinelabs-related requests, etc.
• Provide a helping hand to Experience Leads and senior management
• Regular monitoring of the team through 1/1s and team huddles. Ensure engagement and maintain team performance
• Learn, explore, and implement new tools as per departmental requirements (e.g. MixPanel, Tableau, Metabase, etc.)
• Alternate weekends on call‍

What it takes to become a Sadanaut:

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• Excellent understanding of core CX operations
• Proficiency in the usage of Pinelabs, JIRA, Intercom, Metabase, Excel, and Google Sheets
• The capability to effectively accomplish tasks assigned to you and help out the team leads and senior management in the process
• Strong problem-solving skills to improve inefficiencies in core CX operations
• A growth & entrepreneurial mindset
• A passion for talking to people and managing large teams.‍

Perks of being at SadaPay:

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• USD-Denominated Salary: At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary.
• Hybrid Work Culture: In locations where we have an office, our teams follow a hybrid work model with 2 days in the office and 3 days remote each week, balancing collaboration, flexibility, and focused work.
• Leave Policy: For the Customer Experience team, we follow a leave quota system to support the team's unique operational requirements while ensuring business continuity. Colleagues have access to a mix of Annual, Casual, and Sick Leave, helping maintain a healthy work-life balance.
• Comprehensive Insurance Coverage: Every Sadanaut, regardless of grade, receives Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents.
• Provident Fund Contributions: Provident fund contributions are provided to all team members to support their financial growth.
• Technology and Resources: Each colleague receives a laptop and additional resources (relevant to their role) to ensure they can work efficiently and comfortably.‍

Equal Opportunity Provider:

At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, color, religion, social status, disability, or ethnicity.

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