Workforce Experience Specialist - People Helpdesk

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.