Workforce Experience Specialist - People Helpdesk

Moniepoint; United States; Teletrabalho; USD 55 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote

Flexible work culture

Learning & development support

Resumo da oferta

Moniepoint Inc. is seeking a Workforce Experience Specialist for its People Helpdesk. You will respond to employee questions, triage routing, and maintain knowledge bases to ensure accurate guidance and fast resolution.

Working with Workforce Partners and HR teams, you will support onboarding, improve templates, and uphold confidentiality while delivering outstanding service in a remote, flexible environment.

Qualificações

• 1–3 years experience in HR support or People Operations.
• Strong written and verbal communication; ability to simplify information.
• Experience with helpdesk/ticketing systems and HR platforms.
• Organised and able to manage multiple queries.

Responsabilidades

• Respond to employee queries through the helpdesk system with professional, timely resolutions.
• Triage questions and route to HR Admin, Lifecycle, Talent Acquisition, or HRIS when escalation is needed.
• Maintain up-to-date knowledge of People policies and processes.
• Update FAQs, scripts, and templates to improve clarity and reduce repeats.
• Track and record helpdesk interactions for reporting and trends.
• Identify recurring issues and flag for improvements.
• Support new joiners during onboarding with systems, docs, and policies.
• Help maintain knowledge base so employees can self-serve.
• Uphold confidentiality and follow governance standards.
• Provide general admin support to People Operations during peaks.

Conhecimentos

Communication

Customer service

Organizational skills

Multi-tasking

Ferramentas

Helpdesk software

HRIS

Ticketing system

Descrição da oferta de emprego

Who We Are

Moniepoint Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.

As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Moniepoint Inc. processes over $250 billion in digital payment transaction value annually.

Job Title: Workforce Experience Specialist - People Helpdesk

Reports to: Team Lead, People Help Desk

Job Purpose

People Operations Officer is the first point of contact for employees seeking support on People-related matters. You help employees navigate policies, processes, and systems by providing clear, timely, and accurate responses.

Working closely with Workforce Business Partners, Contracts HR Administration, Employee Lifecycle, and Talent Acquisition, you ensure queries are resolved efficiently and routed correctly. Your work helps employees feel supported and informed, reinforcing trust in the People Team’s day-to-day operations.

Key Responsibilities

• Respond to employee queries through the helpdesk system, ensuring professional, accurate, and timely resolutions.
• Triage incoming questions and route them to HR Admin, Lifecycle, Talent Acquisition, or HRIS teams when escalation is required.
• Maintain up-to-date knowledge of People policies, processes, and systems to provide consistent and reliable guidance.
• Update and maintain helpdesk FAQs, scripts, and response templates to improve clarity and reduce repeat questions.
• Track and record all helpdesk interactions, ensuring data accuracy for reporting and trend analysis.
• Identify recurring issues or patterns and flag them to the Lead, People Helpdesk for possible process or documentation improvements.
• Support new joiners by assisting them with People systems, documentation, and policy-related questions during their onboarding period.
• Help maintain documentation and knowledge base content so employees can self-serve where appropriate.
• Ensure interactions uphold confidentiality and follow internal governance standards.
• Provide general administrative support to People Operations during peak periods.

Qualifications

• 1–3 years of experience in HR support, customer service, or a People Operations role.
• Strong communication skills with the ability to simplify information for employees.
• Comfortable working with helpdesk or ticketing systems and HR platforms.
• Good organisational skills and confidence handling multiple queries at once.
• Basic understanding of HR processes and employee lifecycle stages.

Preferred Qualifications

• Experience supporting teams in a fast-paced or multi-country organisation.
• Familiarity with HRIS tools, internal knowledge bases, or digital service platforms.
• Interest in People Operations, service delivery, and process improvement.

About You

• You are patient, approachable, and clear in your communication.
• You enjoy helping people and take pride in providing a smooth support experience.
• You’re organised and capable of managing volume without dropping detail.
• You ask the right questions and seek clarity before providing responses.
• You understand confidentiality and handle sensitive information with care.
• You’re eager to learn more about People Operations and develop your expertise.

What Success Looks Like

• Consistent, timely responses to helpdesk queries with high employee satisfaction.
• Accurate routing and clear documentation of all cases.
• Noticeable reduction in repeated questions due to improved templates and FAQs.
• Positive feedback from employees and People Operations around clarity and dependability.
• Helpdesk insights contribute to updates in policies, workflows, or system guides.
• Employees see the helpdesk as a reliable, friendly, and knowledgeable support channel.

Why join us

• Competitive compensation, comprehensive benefits, and impactful career growth opportunities.
• Fully remote/flexible work culture backed by continuous support for your learning and professional development.