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