Responsibilities
Manage request to create, update, and review standard operating procedure (SOP) and knowledge base content; adapting SOP to user-friendly formats (FAQs, interactive guides, videos, presentations, etc.).
Document and map operational processes, identifying improvements and ensuring alignment with operational reality and opportunities to increase efficiency and effectiveness. Once approved, communited and upload to Zendesk; ensuring accessibility and clarity, as well as provide process updates for quality assurance and training for validation and implementation.
Monitor content usage of the knowlegde, collect agent feedback, to propose improvements; creating strategies to improve the user experience within the knowledge base.
Coordinate with stakeholders (supervisors, managers, product, operations, compliance) to understand their needs, gather requirements, and define process improvement goals and objectives, validate changes and ensure proper implementation of updates.
- Research best practices in fintech industry processes and ensure the organization of the documentation repository.
Requirements
- Bachelor's or technical degree in Administration, Industrial Engineering, Process Management, Knowledge Management, Communications, Technical Documentation, or related fields.
1-2 years of experience in process documentation or knowledge management, as well as customer service.
Proficiency in tools such as Zendesk/Talkdesk, Visio/Lucidchart/Miro, Microsoft Office/Google Workspace, and Canva.
The ability to collect, analyze, and utilize data to make informed decisions is essential.
Ability to graphically represent existing and proposed processes, and ability to present to non-expert stakeholders.
Benefits
- 100% Company-funded Health for employees and immediate family members.
- Phone finance, Headphone, home office equipment and wellness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
Skills Required
- Bachelor's or technical degree in Administration, Industrial Engineering, Process Management, Knowledge Management, Communications, Technical Documentation, or related fields.
- 1-2 years of experience in process documentation or knowledge management, as well as customer service.
- Proficiency in tools such as Zendesk/Talkdesk, Visio/Lucidchart/Miro, Microsoft Office/Google Workspace, and Canva.
- Ability to collect, analyze, and utilize data to make informed decisions.
- Ability to graphically represent existing and proposed processes and to present to non-expert stakeholders.
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being. Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
