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.