Customer Support Content Manager

Who We Are

Moniepoint is Africa’s all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, we processed $182 billion and are Nigeria’s largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.

What We Do

At Moniepoint, we are a customer-focused community dedicated to crafting solutions that redefine our industry. We leverage artificial intelligence and data-driven best practices to support our businesses, from providing credit and overdrafts to ensuring every transaction is secure.

Curious about what makes Moniepoint an incredible place to work? Check out our stories on how we cultivate a culture of innovation, teamwork, and growth.

Job Purpose

The Content Manager—Customer Support Operations will be responsible for the ownership, governance, and continuous improvement of the organization’s customer support knowledge ecosystem. This role ensures that both customer-facing and agent-facing knowledge assets are accurate, accessible, and consistently updated to support high-quality customer interactions across all support channels.

As customer support scales across multiple products and service channels, including voice, email, live chat, WhatsApp, social media, and offline, this role will play a critical part in ensuring that agents and automated systems have access to reliable information that supports efficient customer support, reduces repeat contacts, minimizes the miscategorization rate, and improves the overall customer experience.

The Content Manager will work cross-functionally with Product, Operations, and Platform teams to maintain a centralized knowledge base that supports customer service delivery, agent productivity, and automation initiatives such as chatbots and self-service tools.

Key Responsibilities

Knowledge Base Ownership & Governance

• Own and manage the Customer Support Knowledge Base as the single source of truth for support information.
• Develop, maintain, and continuously improve knowledge articles, agent reference guides, SOPs, and troubleshooting documentation.
• Ensure all content is accurate, relevant, up-to-date, and easy for agents to access and use during customer interactions.
• Establish knowledge management standards, templates, and content governance processes.
• Conduct regular content audits to identify outdated information and ensure timely updates.

Bot Knowledge Repository Management

• Develop and maintain the knowledge repository used by chatbots and automation tools.
• Review and update bot responses to ensure accuracy and relevance.
• Monitor bot-to-agent escalations to identify gaps in automated knowledge.
• Continuously improve bot knowledge to increase automation containment rates and first-contact resolution.
• Collaborate with platform and engineering teams to enhance self-service capabilities.

Content Development & Optimization

• Translate complex product, operational, and policy information into clear, concise, and easy-to-understand knowledge content.
• Ensure content is optimized for fast agent consumption during live customer interactions.
• Develop customer-facing help content that supports self-service initiatives.
• Identify opportunities to simplify knowledge structures and improve information discoverability.

Cross-Functional Collaboration

• Partner with Product Managers to ensure knowledge content reflects new product launches, feature updates, and policy changes.
• Work closely with the Customer Support Operations Team to ensure content aligns with real-world support workflows.
• Collaborate with the Quality Assurance (QA) team to ensure knowledge content supports quality standards and interaction guidelines.
• Partner with the Learning & Development team to ensure onboarding and learning materials remain aligned with current product knowledge.

Knowledge Performance & Continuous Improvement

• Monitor knowledge usage and identify opportunities to improve knowledge accessibility and effectiveness.
• Track metrics related to knowledge effectiveness, such as:
• Agent knowledge usage
• Miscategorization rates
• Bot containment rates
• Quality Assurance scores
• Use operational insights and support data to continuously refine knowledge content and improve support efficiency.

Qualifications & Experience

Education

• Bachelor’s degree in Business Administration, Communications, Information Management, or a related field.

Experience

• 3-6 years of experience in knowledge management, content management, customer support operations, or technical writing.
• Experience working in customer support, fintech, telecoms, SaaS, or BPO environments is strongly preferred.
• Experience managing knowledge bases, help centers, or support documentation platforms.

Required Skills & Competencies

Knowledge & Content Management

• Strong ability to structure, organize, and manage large knowledge repositories.
• Excellent technical writing and documentation skills.

Analytical & Problem-Solving Skills

• Ability to analyze support tickets and customer feedback to identify knowledge gaps.

Collaboration & Communication

• Strong cross-functional collaboration with Product, Operations, and Platform teams.
• Ability to translate complex technical information into clear operational guidance.

Operational Awareness

• Strong understanding of contact centre workflows, customer support processes, and multi-channel support environments.

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.

What to expect in the hiring process

• A preliminary phone call with the recruiter.
• An interview with the hiring team.
• An interview with a member of our executive team.

Moniepoint Inc. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.