A hybrid role at PayJoy.
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Original listing text, shown exactly as published by the company.
Manage requests 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, comminuted and uploaded to Zendesk; ensuring accessibility and clarity, as well as providing process updates for quality assurance and training for validation and implementation.
Monitor content usage of the knowledge, 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.
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.
PayJoy
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Source: company website
