Who We Are
Confidential (Registered Users Only) Inc. is Africa’s all-in-one financial platform, helping 20 million businesses and individuals access seamless payments, banking, credit, cross-border, and business management tools each month.
As Nigeria’s largest merchant acquirer, we power most of the country’s point-of-sale (POS) transactions. Through our subsidiaries, Confidential (Registered Users Only) Inc. processes over $250 billion in digital payment transaction value annually.
Job Title: Workforce Experience Specialist - People Helpdesk
Reports to: Team Lead, People Help Desk
Job Purpose
People Operations Officer is the first point of contact for employees seeking support on People-related matters. You help employees navigate policies, processes, and systems by providing clear, timely, and accurate responses.
Working closely with Workforce Business Partners, Contracts & HR Administration, Employee Lifecycle, and Talent Acquisition, you ensure queries are resolved efficiently and routed correctly. Your work helps employees feel supported and informed, reinforcing trust in the People Team’s day-to-day operations.
Key Responsibilities
- Respond to employee queries through the helpdesk system, ensuring professional, accurate, and timely resolutions.
- Triage incoming questions and route them to HR Admin, Lifecycle, Talent Acquisition, or HRIS teams when escalation is required.
- Maintain up-to-date knowledge of People policies, processes, and systems to provide consistent and reliable guidance.
- Update and maintain helpdesk FAQs, scripts, and response templates to improve clarity and reduce repeat questions.
- Track and record all helpdesk interactions, ensuring data accuracy for reporting and trend analysis.
- Identify recurring issues or patterns and flag them to the Lead, People Helpdesk for possible process or documentation improvements.
- Support new joiners by assisting them with People systems, documentation, and policy-related questions during their onboarding period.
- Help maintain documentation and knowledge base content so employees can self-serve where appropriate.
- Ensure interactions uphold confidentiality and follow internal governance standards.
- Provide general administrative support to People Operations during peak periods.
Qualifications
- 1–3 years of experience in HR support, customer service, or a People Operations role.
- Strong communication skills with the ability to simplify information for employees.
- Comfortable working with helpdesk or ticketing systems and HR platforms.
- Good organisational skills and confidence handling multiple queries at once.
- Basic understanding of HR processes and employee lifecycle stages.
Preferred Qualifications
- Experience supporting teams in a fast-paced or multi-country organisation.
- Familiarity with HRIS tools, internal knowledge bases, or digital service platforms.
- Interest in People Operations, service delivery, and process improvement.
About You
- You are patient, approachable, and clear in your communication.
- You enjoy helping people and take pride in providing a smooth support experience.
- You’re organised and capable of managing volume without dropping detail.
- You ask the right questions and seek clarity before providing responses.
- You understand confidentiality and handle sensitive information with care.
- You’re eager to learn more about People Operations and develop your expertise.
What Success Looks Like
- Consistent, timely responses to helpdesk queries with high employee satisfaction.
- Accurate routing and clear documentation of all cases.
- Noticeable reduction in repeated questions due to improved templates and FAQs.
- Positive feedback from employees and People Operations around clarity and dependability.
- Helpdesk insights contribute to updates in policies, workflows, or system guides.
- Employees see the helpdesk as a reliable, friendly, and knowledgeable support channel.
Why join us
- Competitive compensation, comprehensive benefits, and impactful career growth opportunities.
- Fully remote/flexible work culture backed by continuous support for your learning and professional development.