Customer Support Content Manager at Moniepoint

Who We Are Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere. What We Do At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure. Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth. Job Purpose The Content Manager is the architect of Moniepoint’s knowledge ecosystem. Your mission is to ensure that every piece of information—whether used by an agent in a live chat or a customer interacting with a bot—is accurate, simple, and helpful. As we scale, you will bridge the gap between complex product updates and human-centric support. You ensure our teams have the right "Source of Truth" to deliver financial happiness, reducing effort for both our customers and our staff. Key Responsibilities Knowledge Base Ownership & Governance • The Single Source of Truth: Own and maintain the Customer Support Knowledge Base, ensuring it remains the definitive guide for all support interactions. • Standards & Strategy: Establish content standards and templates that keep our SOPs, guides, and articles consistent and easy to navigate. • Continuous Auditing: Lead regular content reviews to prune outdated info and ensure our knowledge stays as fast-paced as our product launches. Bot Knowledge & Automation • Teaching our Bots: Develop and manage the repository that powers our chatbots and AI tools. • Closing the Gaps: Analyze bot-to-human escalations to identify where our automated knowledge is missing the mark and iterate quickly. • Scaling Self-Service: Partner with engineering teams to improve how customers find answers themselves, driving higher containment rates. Content Design & Optimization • Make it Simple: Translate technical product specs and complex policies into clear, conversational guidance that anyone can understand. • Fast Consumption: Design content specifically for high-pressure environments, ensuring agents can find and use information in seconds during live interactions. • Customer-Facing Clarity: Create help center content that empowers customers to solve problems without needing to reach out. Cross-Functional Collaboration • Product Sync: Work with Product Managers to ensure support content is ready before new features go live. • QA Alignment: Partner with the Quality Assurance team to ensure our knowledge articles actually drive the service standards we’ve set. • L&D Integration: Ensure that what we teach new hires in onboarding matches the live documentation in the knowledge base. Insights & Performance • Measure Success: Track how effectively our knowledge is being used by monitoring metrics like agent usage, miscategorization rates, and bot accuracy. • Data-Driven Iteration: Use support data and feedback loops to identify "high-friction" topics and rewrite content to solve them. Qualifications • 3–6 years of experience in Knowledge Management, Content Strategy, or Technical Writing within a fast-paced environment (Fintech, Telecoms, or SaaS preferred). • Proven experience managing professional Knowledge Management Systems (KMS) or Help Center platforms. • Exceptional writing skills with the ability to turn jargon into "regular guy" language. • Experience working with AI training or chatbot logic is a significant plus. About You • The Synthesizer: You can take a 20-page product manual and turn it into 5 clear bullet points without losing the core meaning. • Information Architect: You enjoy organizing chaos and building structures that make information easy to find. • User-Centric: You don't just write for accuracy; you write for the person on the other end of the screen who needs a quick solution. • Relentless Iterative: You aren't satisfied with "done." You are always looking for ways to make an article shorter, clearer, or more helpful. What Success Looks Like • High Information Freshness: 100% of support articles are reviewed and updated within 48 hours of a product change. • Reduced Agent Effort: A measurable decrease in "miscategorization" errors and a higher internal "Article Helpful" rating from agents. • Lower Customer Effort: Increased bot containment rates and a rise in self-service success scores. • Brand Consistency: All support content adheres to the Moniepoint Tone of Voice—factual, human, and direct. What We Can Offer You • Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all voices are heard, and we look out for one another. Above all, we are human. • Learning: We have a learning- and development-focused environment with an emphasis on knowledge sharing and training. • Compensation: You’ll receive an attractive salary, pension, health insurance, and an annual bonus, plus other benefits. What to expect in the hiring process • A preliminary phone call with the recruiter. • An interview with the hiring team. • An interview with a member of our executive team. Moniepoint Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.