Process Associate

PayJoy; Taguig; On-site; PHP 420,000 - 540,000; Full time

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.

Skills

Process documentation

Knowledge management

Customer service

Zendesk

Talkdesk

Visio

Lucidchart

Miro

Microsoft Office

Google Workspace

Canva

Data analysis

Process mapping

Stakeholder presentation

Education

Bachelor's or technical degree in Administration/Process Management/Knowledge Management/Communications/Technical Documentation

Tools

Zendesk

Talkdesk

Visio

Lucidchart

Miro

Microsoft Office

Google Workspace

Canva

Job description

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.

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

Responsibilities

• 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.

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 : Private Health Insurance for employee and immediate family


• 20 days vacation, 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 Lunch

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.