Moniepoint is a financial technology company digitising Africa’s real economy by building a financial ecosystem for businesses, providing them with all the payment, banking, credit and business management tools they need to succeed.
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- Continuous Auditing: Lead regular content reviews to prune outdated info and ensure our knowledge stays as fast-paced as our product launches.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.
Method of Application
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