About the role
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. \n
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.
