CRM Analyst | Zoho

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

Key responsibilities - Administer and maintain the CRM platform — users, roles, profiles, layouts, modules, fields, and permissions keeping the system aligned with evolving business processes. This role has to be able to manage any CRM platform (we are evaluating current Zoho platform)

- Design and maintain automations (workflows, blueprints, assignment and scoring rules) and integrations across the Zoho suite (Campaigns, Desk, Analytics, Flow, Creator) to reduce manual work and enforce process consistency.

- Safeguard data quality and governance: define data standards, run deduplication and validation routines, and monitor the completeness and accuracy of records across the pipeline.

- Build and maintain dashboards and reports in Zoho CRM/Analytics that give Sales, Marketing, and leadership clear visibility into pipeline health, conversion, and performance KPIs.

- Partner with business stakeholders to gather requirements, translate them into CRM solutions, document processes, and train end users on new features and best practices.

- Support integrations and data flows between Zoho CRM and other tools (marketing, telephony, finance/ERP), troubleshooting issues and coordinating with vendors or IT as needed.

Qualifications - Software / tools: Hands-on experience administering and configuring Zoho CRM. Familiarity with the broader Zoho One suite (Analytics, Campaigns, Desk, Flow, Creator) is highly valued, along with solid spreadsheet skills (Excel / Google Sheets) and a basic understanding of APIs and integrations.

- Specific knowledge: Understanding of end-to-end sales and marketing processes (lead-to-cash), CRM data models, pipeline management, and reporting; experience supporting B2B / commercial teams. Deluge scripting and Zoho Flow / webhooks are a plus.

- Expected results: A reliable, well-governed CRM with high data quality, automated workflows that reduce manual effort, and timely, accurate dashboards that support decision-making and pipeline growth.

- Skills: Analytical, problem-solving mindset with strong attention to detail; clear communication to translate between business and technical language; ability to train and support users; and self-management to prioritize multiple requests.

- Desirable (not essential): Zoho certifications; experience with SQL or BI tools; intermediate/advanced English (Portuguese a plus); and prior experience in a similar CRM Analyst or Sales Operations role.

- Education: Bachelor's degree in business administration, information systems, computer science, marketing, data, or a related field, or equivalent practical experience.

- Language and level of proficiency: advanced English.

- Software and technical skills: hands-on Zoho CRM administration (modules, layouts, fields, workflows, and blueprints); Deluge scripting and/or Zoho Flow for automation; SQL for reporting and data validation; data import/export, deduplication, and bulk updates; integrations via REST APIs and webhooks.

- Specialized knowledge: CRM data governance and hygiene (naming conventions, standardization, deduplication, and ungoverned-object cleanup); sales operations fundamentals (lead-to-cash flow, pipeline stages, KAM/account structures); and report and das