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Customer Support Content Manager
Moniepoint
Posted 3 months agoLagos, Nigeria
Location
Lagos, Nigeria
Job Type
Full-time
Experience
Senior
Category
Customer Service
Job Description
Moniepoint is Africa's all-in-one financial ecosystem, empowering businesses and their customers with seamless payment, banking, credit, and management tools. In 2023, Moniepoint processed $182 billion and is Nigeria's largest merchant acquirer. We are on a mission to create financial happiness for everyone, everywhere.
Develop, maintain, and continuously improve knowledge articles, agent reference guides, SOPs, and troubleshooting documentation
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Requirements
- Bachelor's degree in Business Administration, Communications, Information Management, or a related field
- 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 strongly preferred
- Experience managing knowledge bases, help centres, or support documentation platforms
- Strong ability to structure, organise, and manage large knowledge repositories
- Excellent technical writing and documentation skills
- Ability to analyse support tickets and customer feedback to identify knowledge gaps
- Strong cross-functional collaboration skills
- Ability to translate complex technical information into clear operational guidance
- Strong understanding of contact centre workflows and multi-channel support environments
Responsibilities
- Own and manage the Customer Support Knowledge Base as the single source of truth for support information
- Ensure all content is accurate, relevant, up-to-date, and easy for agents to access during customer interactions
- Establish knowledge management standards, templates, and content governance processes
- Conduct regular content audits to identify outdated information and ensure timely updates
- Develop and maintain the knowledge repository used by chatbots and automation tools
- Monitor bot-to-agent escalations to identify gaps in automated knowledge
- Continuously improve bot knowledge to increase automation containment rates and first-contact resolution
- Translate complex product, operational, and policy information into clear, concise knowledge content
- Partner with Product Managers to ensure content reflects new product launches, feature updates, and policy changes
- Track metrics including agent knowledge usage, miscategorization rates, bot containment rates, and QA scores
