Fintech SOP & Knowledge Specialist

PayJoy

Taguig

On-site

PHP 420,000 - 540,000

Full time

46 hours ago

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Benefits offered by this job

Private health insurance

20 days vacation

Co-working travel perk

Professional development perk

Phone & home office allowance

Catered lunch

Job summary

PayJoy is hiring for a role focused on knowledge management and process documentation in the Philippines. You will create, update, and map SOPs and knowledge content, ensuring accessibility and training value.

You’ll collaborate with supervisors, product, operations, and compliance to implement improvements and align with best practices in fintech documentation. The ideal candidate has 1–2 years in process documentation or knowledge management with customer service experience, and proficiency in

Qualifications

1–2 years in process documentation or knowledge management, plus customer service experience.
Proficiency with Zendesk or Talkdesk, plus diagramming tools and office suites.
Ability to analyze data and present processes visually to non-experts.
Strong ability to map processes and align with ops, product, and compliance.

Responsibilities

Manage requests to create, update, and review SOPs and knowledge base content in user-friendly formats.
Document and map operational processes, identify improvements, and upload to Zendesk.
Monitor knowledge content usage, collect agent feedback, and propose UX improvements.
Coordinate with stakeholders to gather requirements and implement process changes.
Research fintech industry best practices and organize the documentation repository.