Process Associate

About PayJoy   PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success.  Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system.  Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life.  PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.   This role

The Process Associate is responsible for documenting operations and support team processes with the goal of improving operational efficiency; optimizing knowledge management through the maintenance and adaptation of clear, accessible, and up-to-date documents; and coordinating with stakeholders on their validation and use.

Responsibilities

Manage requests to create, update, and review  standard operating procedure (SOP) and knowledge base content; adapting SOP to user-friendly formats (FAQs, interactive guides, videos, presentations, etc.). 

Document and map operational processes, identifying improvements and ensuring alignment with operational reality and opportunities to increase efficiency and effectiveness. Once approved, comminuted and uploaded to Zendesk; ensuring accessibility and clarity, as well as providing process updates for quality assurance and training for validation and implementation.

Monitor content usage of the knowledge, collect agent feedback, to propose improvements; creating strategies to improve the user experience within the knowledge base.

Coordinate with stakeholders (supervisors, managers, product, operations, compliance) to understand their needs, gather requirements, and define process improvement goals and objectives, validate changes and  ensure proper implementation of updates.

Research best practices in fintech industry processes and ensure the organization of the documentation repository.

Requirements

Bachelor's or technical degree in Administration, Industrial Engineering, Process Management, Knowledge Management, Communications, Technical Documentation, or related fields.

1-2 years of experience in process documentation or knowledge management, as well as customer service.

Proficiency in tools such as Zendesk/Talkdesk, Visio/Lucidchart/Miro, Microsoft Office/Google Workspace, and Canva.

The ability to collect, analyze, and utilize data to make informed decisions is essential.

Ability to graphically represent existing and proposed processes, and ability to present to non-expert stakeholders.

Benefits

100% Company Funded : Private Health Insurance for employee and immediate family

20 days vacation, unlimited sick leave

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Phone Finance, headphone benefit, home office equipment allowance and wellness perks

Catered Lunch

PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.   PayJoy Principles   Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening