Lead, People Helpdesk (Remote) at Moniepoint Incorporated

Moniepoint Incorporated is a global business payments and banking platform and recently became QED Investors’ first investment in Africa. We are the partner of choice for over 600,000 businesses of all sizes, powering the dreams of SMBs and providing them with equal access to the tools they need to grow and scale.

We are recruiting to fill the position below:

Job Title: Lead, People Helpdesk

Location: Lagos (Remote)

About the role

• The Lead, People Helpdesk owns the first line of support for all employee People-related queries at Moniepoint. 
• You are responsible for delivering a service experience that is accurate, timely, and human, ensuring employees receive clear answers, fast resolutions, and a consistent understanding of our policies, processes, and systems.
• You bring structure and reliability to how questions flow through People Operations, partnering closely with Payroll, Contracts & HR Administration, Employee Lifecycle, CoE’s, and PBPs to resolve issues quickly and ensure employees feel heard and supported. 
• Your work represents the People Team’s voice on the ground, dependable, empathetic, and solution-focused.

Duties & Responsibilities

• Own the daily operations of the People Helpdesk, ensuring all employee queries are triaged, responded to, and resolved within agreed SLAs.
• Maintain a clear routing and escalation framework across Payroll, HR Administration, Employee Lifecycle, Talent Acquisition, HRIS, and PBPs to ensure efficient issue handling.
• Deliver accurate, consistent guidance based on Moniepoint’s policies, processes, and People operations standards.
• Manage and update the FAQ library, knowledge base articles, and helpdesk templates to improve clarity and reduce repeated questions.
• Track, monitor, and analyse query trends to identify recurring issues, process gaps, or training needs across the People function.
• Work closely with HRIS & People Analytics to ensure helpdesk data is captured correctly and contributes to operational insights.
• Partner with the Head of People Operations to enhance service quality, reduce response times, and improve employee experience.
• Ensure all helpdesk interactions meet standards of confidentiality, accuracy, and professionalism.
• Support onboarding waves by helping new joiners navigate People systems, benefits, policies, and administrative processes.
• Contribute to documentation improvements, process updates, and system upgrades that reduce friction for employees and improve internal consistency.

Qualifications

• 4–6 years of People Operations, HR service delivery, or employee support experience.
• Experience using helpdesk or ticketing systems, HR platforms, or case management tools.
• Strong understanding of People policies, HR operations processes, and employee lifecycle basics.
• Excellent communication skills with the ability to explain People processes in simple, clear terms.
• Comfortable working with data to identify trends, gaps, and opportunities for improvement.

Preferred Qualifications:

• Experience supporting employees across multiple countries or entities.
• Exposure to fintech, financial services, or other fast-paced, structured environments.
• Familiarity with HRIS platforms, internal knowledge bases, or digital support tools.

What Success Looks Like

• Helpdesk queries are consistently resolved within SLA, with high satisfaction ratings from employees.
• A clear knowledge base reduces repeated questions and improves self-service.
• Query trends are tracked and used to drive improvements across Payroll, HR Admin, Lifecycle, and TA.
• Service quality improves across regions due to consistent guidance and faster routing.
• Employees trust the helpdesk as a reliable, accurate, and approachable first point of contact.
• The helpdesk becomes a central source of operational insight, shaping future People processes and documentation.

About You

• You are calm, clear, and patient in every interaction, even when questions repeat.
• You bring empathy and accuracy to employee support, knowing the helpdesk shapes daily perception of the People Team.
• You’re structured and organised, able to manage volume without losing quality.
• You enjoy problem-solving and turning unclear situations into straightforward guidance.
• You operate with confidentiality, consistency, and a strong sense of service excellence.
• You care deeply about making People processes easy to navigate.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online