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
- Local benefits depending on the country of hire
- Company-funded health insurance for employee and immediate family Company-funded employee life and disability insurance
- Paid vacation days, unlimited sick leave
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
- Phone finance, headphone benefit, home office equipment allowance and wellness perks
- Catered lunches
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.
PayJoy Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PayJoy and has not been reviewed or approved by PayJoy.
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Fair & Transparent Compensation — Pay is considered market‑aligned for senior U.S. technical roles, and public salary bands help candidates benchmark and align expectations. Feedback suggests this transparency supports confidence that offers are competitive for role and location.
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Healthcare Strength — Company‑paid basic medical, dental, vision, life, and disability coverage is emphasized as a standout element versus many startups. Feedback suggests this reduces out‑of‑pocket burden and strengthens the core benefits foundation.
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Parental & Family Support — Paid parental leave and flexible hours are highlighted alongside dedicated time off. Feedback suggests these family‑oriented policies enhance the perceived completeness of the package.
PayJoy Insights
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.
