Workforce Experience Specialist - People Helpdesk

About the role

Moniepoint Inc., Africa's all-in-one financial platform, is hiring a Workforce Experience Specialist for its People Helpdesk. The role reports to the Team Lead, People Help Desk and acts as the first point of contact for employees seeking support on People-related matters. It works closely with Workforce Business Partners, Contracts & HR Administration, Employee Lifecycle and Talent Acquisition to resolve queries efficiently and route them correctly.

Key responsibilities

• Respond to employee queries through the helpdesk system with professional, accurate and timely resolutions.
• Triage incoming questions and route them to HR Admin, Lifecycle, Talent Acquisition or HRIS teams when escalation is needed.
• Maintain up-to-date knowledge of People policies, processes and systems.
• Update and maintain helpdesk FAQs, scripts and response templates.
• Track and record all helpdesk interactions for reporting and trend analysis.
• Identify recurring issues and flag them to the Lead, People Helpdesk for possible process or documentation improvements.
• Support new joiners with People systems, documentation and policy questions during onboarding.
• Help maintain documentation and knowledge base content so employees can self-serve where appropriate.
• Ensure confidentiality and follow internal governance standards, and provide general administrative support during peak periods.

Required profile

• 1-3 years of experience in HR support, customer service or a People Operations role.
• Strong communication skills and good organisational skills, able to handle multiple queries at once.
• Basic understanding of HR processes and employee lifecycle stages.
• Preferred: experience in a fast-paced or multi-country team, familiarity with HRIS tools or knowledge bases, and interest in People Operations and process improvement.

Required skills

• Comfortable working with helpdesk or ticketing systems and HR platforms.
• Ability to simplify information for employees and manage sensitive information with care.

What we offer

• Competitive compensation and comprehensive benefits.
• Fully remote/flexible work culture with support for learning and professional development.