Jobs at Moniepoint Inc.

Role Purpose

• The Hardware Engineer (Repair Centre) is the technical authority embedded within a repair centre.
• This role bridges the gap between hands-on repair operations and engineering-level quality governance.
• It exists to ensure that every repaired terminal leaving the centre is fit for redeployment, that technician capability continuously improves, and that quality failures are understood, root-caused, and eliminated.

Key Responsibilities

Technician Training & Capability Development:

• Deliver structured onboarding training for new repair technicians covering: terminal architecture, common fault patterns, repair procedures, ESD discipline, and work-tool usage for each supported model 
• Conduct ongoing skills assessments and refresher training, with focus areas driven by rework data and QA rejection trends
• Train QA on terminal test
• Maintain a Technician Skills Matrix per individual, track competency by terminal model and repair category
• Provide real-time technical training

Rework & Rejection Analysis:

• Review QA rejections categorise by fault type, terminal model, repair type, and responsible technician
• Track rework rate per technician and per terminal model; identify any individual or model exceeding acceptable rework thresholds
• Investigate and address recurring rework patterns, determine whether root cause lies in technician skill, spare-part quality, work-tool condition, or repair procedure gaps
• Escalate systemic issues to the HE Manager

Technical Issue Supervision & Escalation:

• Act as first-line technical escalation for any fault or behaviour that repair technicians or QA cannot resolve or categorise
• Supervise and guide diagnosis of complex or intermittent faults; determine whether a unit should be repaired, re-routed, or nominated for deprecation
• Liaise with the OEM evaluation team and spare-parts procurement on technical issues that may originate from components or firmware rather than the repair process
• Document all escalated technical issues with RCA outcome and corrective action taken

Overall Repair Quality: 

• Hold accountability for the quality metrics of the repair centre: rework rate, 30/60/90-day field return rate for repaired terminals, and refurbished spoil rate contribution
• Conduct regular quality audits of the repair center  — process adherence, workstation cleanliness, ESD discipline,and tool usage.
• Serve as the primary quality point-of-contact for the repair centre within the Hardware Engineering department

Work Tools & Workstation Management:

• Maintain a calibrated inventory of all repair work tools: confirm each technician's bench is equipped with the correct tools for their assigned terminal models
• Conduct periodic work-tool condition checks — verify tools are functional, calibrated where required, and used correctly; reject or replace any tool that is degraded or misused
• Train technicians on correct tool usage and enforce tool discipline (e.g. correct soldering iron temperatures, proper use of ESD mats and wrist straps, torque driver settings for screws)
• Escalate delays in tools replacements or additions; do not allow tool shortfalls to persist as a silent contributor to repair quality failure

Deprecation Spot-Check (BTR Oversight):

• Review and spot-check all terminals nominated for Beyond Repair (BTR) deprecation to confirm only genuinely non-repairable units are being written off
• Challenge and return to repair any unit where a viable repair path exists; document justification for each spot-check decision
• Work closely with the BTR Technician to align on deprecation criteria and ensure consistent, evidence-based write-off decisions across the centre
• Track the deprecation rate and flag unusual spikes to the Head of HE as a potential indicator of skill gaps, or parts availability issues

Spare Parts & Components RCA:

• Investigate and document any quality issues arising from spare parts: infant mortality, high failure rates on specific batches, or recurring post-repair failures linked to component quality
• Escalate insufficient or unavailability of spare part that contributes to repair quality or efficiency
• Manage spare parts usage to ensure minimal consumption while maintaining repair quality, Investigate and address high usage of spare parts.
• Provide technical input to the OEM/procurement team on part performance; recommend acceptance criteria or supplier changes where supported by failure data
• Maintain a parts quality log tracking batch numbers, failure rates, and disposition decisions (reuse, quarantine, return to supplier)

Technical Support:

• Provide direct technical support to repair technicians, QA, Part Assessment Technicians, and BTR Technicians on any hardware and firmware.

Key Performance Indicators

Qualifications & Experience

Required:

• Minimum OND/HND or B.Sc. in Electrical/Electronics Engineering, Computer Engineering, or related field
• Minimum 2 years of experience in electronic device repair, field service, preferably in POS terminal, mobile, or fintech hardware
• Practical knowledge of hardware troubleshooting and tools: PCB,battery systems, and firmware
• Experience training or coaching junior technicians in a hands-on workshop environment
• Ability to read fault data, identify patterns, and communicate findings clearly in written form

Preferred:

• Prior experience in a multi-model repair centre covering volume terminal repair
• Familiarity with RCA of hardware failure
• Experience with work-tool management and ESD discipline in a repair environment.

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Reports to: General Manager

About this role

• As the Head of Category Management, you will own the growth and protection of Moniepoint's revenue after the crucial first two months.
• By focusing on retention, timely renewals, and smart upsell strategies, you will make sure our customers find continuous value in our products across every category and geography.
• In this role, you will lead an active team of Category Managers and Brand Managers, turning data-led insights into strong commercial actions that help our business and our partners succeed.
• Ultimately, you will ensure that when businesses choose Moniepoint, they stay with us because we never stop coming through for them.

Responsibilities

• Lead & Develop: Coach, mentor, and build a high-performing team of Category Managers and Brand Managers, establishing a culture of mastery and continuous growth.
• Revenue Protection & Growth: Directly own Month 3 and Month 6 customer retention, contract renewals, and upsell pipelines across all business categories and locations.
• Executive Reviews: Design and run category and brand executive reviews, presenting clear performance trends to senior leadership.
• Renewal Governance: Build and maintain a robust governance framework so that no contract lapses without full visibility and proactive outreach.
• Metrics & Reporting: Keep our commercial engine running cleanly by tracking, analyzing, and reporting on key metrics for revenue protection and expansion.
• Cross-Functional Partnership: Collaborate closely with Product, Marketing, and Customer Support teams to identify new opportunities and deliver a seamless customer experience.

What success looks like in this role

• Sustained Retention: Month 6 customer retention is kept consistently at or above 60 percent.
• High Renewal Rates: Contract renewal rates are maintained at or above 90 percent.
• Healthy Cohort Metrics: Upsell and cohort expansion revenue comfortably exceeds the combined Customer Acquisition Cost (CAC) and Customer Retention Cost (CRC).
• Clear Renewal Governance: A transparent renewal dashboard is established, eliminating unmapped lapses.
• Team Performance: Your team is highly engaged, meeting targets, and collaborating fluidly across functions.

Experience & Background

• Required Experience: Typically 8+ years of progressive experience leading account management, category management, or customer retention teams.
• Commercial Expertise: Strong commercial acumen with a proven track record in portfolio management and high-stakes negotiation.
• Data Competency: Comfort using data to spot trends, guide strategy, and manage large customer cohorts effectively.
• Scaling Frameworks: Demonstrated experience scaling commercial systems and frameworks in fast-growing teams.
• Stakeholder Management: Natural ability to build trust and navigate relationships with senior stakeholders.
• Preferred Tech Background: Experience working in tech, fintech, SaaS, or highly regulated environments.
• Preferred Systems Experience: Proven success designing or implementing automated customer retention or renewal tracking systems.
• Preferred Market Scope: Background managing portfolios across multiple regional or geographical markets.

Skills & Competencies:

• Relationship Builder: You see the human stories behind the commercial metrics, making it easy to build trust and negotiate win-win outcomes.
• Systems Thinker: You enjoy creating clear, structured frameworks, but you always start from what is real, practical, and helpful today.
• Data-Led & Action-Focused: You use numbers to tell stories and spot opportunities, translating complex insights into simple, decisive actions.
• Thrives in Dynamic Spaces: You are comfortable navigating change and shifting priorities with calm, clear focus.
• Supportive Leader: You find genuine happiness in unlocking the potential of your team, helping them achieve mastery in their roles.

Why Join Us?

• Competitive compensation, benefits, and career growth opportunities. 
• A collaborative and supportive work culture dedicated to professional development and continuous learning. 

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About this Role

• The Head, Sales Capability owns the performance and excellence of our field teams.
• In this role, you’ll lead the strategy to make our field force world-class, ensuring they represent our brand with mastery and deliver exceptional service.
• This role focuses on two critical priorities: ensuring top-tier implementation quality on the ground and running a tight, structured feedback loop between our field teams and our Product team so we’re always building what our users actually need.

Responsibilities

• Lead and Grow Teams: Direct and mentor our training, quality assurance, and product feedback leads, building a high-performing enablement sub-function.
• Own Operational Standards: Establish, monitor, and scale our field certification, Customer Satisfaction (CSAT), and Service Level Agreement (SLA) standards to keep service quality high.
• Bridge Field and Product: Architect and run a structured, continuous "voice of the field" loop into our Product team, ensuring real-world user and field insights directly shape the product roadmap.
• Set Enablement Priorities: Define and execute strategic roadmap priorities across all three pillars of our capability model: training, quality, and product feedback.
• Partner with Leadership: Deliver regular, transparent, and data-driven reporting on field quality and capability trends to the General Manager, turning insights into business decisions.

What success looks like in this role

• High Customer Satisfaction: Field team interactions consistently maintain a CSAT score at or above 95 percent.
• Rigorous Preparation: 100 percent of field agents are successfully certified before starting any field-facing activity.
• Sustained Operational Quality: A measurable reduction in customer complaints per 1,000 interactions, with a high and rapid rate of feedback closure.

Experience & Background

• Education: Master's Degree or professional certification in business, human resources, or operational management is preferred.
• Required Experience: Typically 8+ years of experience in enablement, operations, quality assurance, or field operations management.
• Track Record: Proven track record of building and scaling training or quality assurance functions, ideally within high-growth, fintech, or technology environments.
• Leadership Experience: Demonstrated experience leading cross-functional initiatives and influencing stakeholders across product, operations, and commercial teams.
• Preferred Experience: Experience implementing or managing digital learning platforms, customer experience tools, or CRM systems.
• Industry Background: Background working in fast-paced, regulated industries (e.g., payments, banking, digital finance) is preferred.

Skills & Competencies:

• Systems Thinker: You connect training and quality directly to commercial success, balancing structures with real-world operational challenges.
• Pragmatic Scalability: You build for scale, but start with what's real today. You understand the realities of the streets and design solutions that actually work for our teams on the ground.
• Grit & Continuous Improvement: You know how to take one step at a time, building momentum through iterative learning and fast feedback cycles.
• Natural Connector: You easily build bridges across teams, speaking clearly and helping product and business functions work together effortlessly.
• Clarity & Simplicity: You cut through complexity, write simple processes, and don’t rely on corporate jargon to get things done.

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Reports to: Chief Compliance Officer
About this Role

• The Data Privacy & Protection Director provides expertise and support in data privacy and protection matters, ensuring compliance with regulatory requirements such as the Nigerian Data Protection Act (NDPA) 2023 and other relevant data protection laws. 
• The role oversees the entire data protection strategy, driving the implementation of policies and procedures that safeguard personal data and maintain the organization’s reputation for data security. 
• You will also be responsible for managing the organization’s compliance framework, including conducting Data Protection Impact Assessments (DPIAs) and overseeing data breach response efforts.

Responsibilities

• Governance Framework: Implement a data privacy governance framework (including Binding Corporate Rules) to manage data use in compliance with the Nigeria Data Privacy Act (NDPA) 2023. 
• Policy Development: Set standards, formulate policies, and establish procedures for the organization to meet NDPA 2023 and other relevant regulations and requirements. 
• Stakeholder Awareness: Ensure that employees, third-party processors (TPPs), vendors, and data subjects are fully informed about their data protection rights, obligations, and responsibilities. 
• Regulatory Liaison: Serve as the primary point of contact and liaison for the Nigeria Data Privacy Commission (NDPC), other regulators, financial institutions, and customers on data privacy and protection-related matters. 
• Query & Incident Resolution: Handle queries, complaints, claims, and notifications from regulators, law enforcement agencies, and data subjects, ensuring prompt feedback and resolutions. 
• Impact Assessments: Work with product managers, project managers, and other internal stakeholders to conduct data privacy impact assessments (DPIAs) to ensure compliance with NDPA 2023 and extant regulations. 
• Cross-Functional Alignment: Collaborate with IT teams to ensure that IT systems and procedures comply with NDPA and other relevant regulations. 
• Security Coordination: Collaborate with the information security team to maintain records of customer data and data processing activities, while sustaining a data security management plan, a data breach response plan, and data retention structures. 
• Training Strategy: Develop strategies to ensure continuous engagement with key internal and external stakeholders, and deliver targeted data privacy training to various business functions, TPPs, and vendors. 
• Privacy Audits: Coordinate and conduct routine privacy audits, including a comprehensive review of the active privacy governance framework. 
• External Auditing: Work closely with the Data Privacy Compliance Organization (DPCO) to conduct external regulatory audits and provide guidance and advice on privacy-related regulatory issues. 
• Regulatory Monitoring: Monitor updates to local data privacy laws and regulations and make proactive recommendations to executive leadership when appropriate. 

Experience & Background

• Educational Background: A Bachelor’s degree in Law, Information Technology, Computer Science, Business Administration, or a related field. A Master’s degree in information security or law is highly preferred. 
• Required Experience: Minimum of 5 years of hands-on experience in data protection, compliance, or a related field, with a deep operational understanding of the NDPA and other relevant data protection laws. 
• Proven Track Record: Demonstrated experience managing data privacy in complex organizational settings, including executing data protection audits, leading DPIAs, and managing data breach responses. 
• Professional Certifications: Relevant certifications in data protection/privacy (such as CISSP, CIPM, CIPP, CPT, CDPSE, or CDPO) are highly preferred. 

Skills & Competencies:

• Regulatory Insight: Mastery of data privacy legislations, framework applications, and financial sector compliance structures. 
• Analytical Skills: Strong capability to break down complex system flows, audit technical processing records, and discover potential vulnerabilities in data privacy management. 
• Ethical Integrity: Uncompromising commitment to confidentiality, objectiveness, and ethical compliance standards. 
• Effective Communication: Excellent verbal and written communication skills to successfully collaborate with regulators, external bodies, and internal cross-functional stakeholders. 
• Leadership: Strong capability to direct compliance sub-functions, spearhead company-wide training initiatives, and influence technical or product decisions. 
•  
• What success looks like in this role:
• Perfect Regulatory Standing: Total alignment with the NDPC, resulting in smooth external regulatory audits and zero compliance violations or penalties. 
• Flawless Risk Mitigation: Active, seamless execution of DPIAs for all internal structures, products, and tool variations prior to deployment. 
• Proactive Incident Management: Rapid and completely documented closure of queries, compliance gaps, and unexpected breach notification vulnerabilities within strict timelines. 
• High Organizational Maturity: An established and well-maintained culture of data safety where employees and third-party partners clearly follow data processing protocols. 

Why join us

• Competitive compensation, benefits, and career growth opportunities. 
• A collaborative and supportive work culture dedicated to professional development and continuous learning. 

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Reports To: Lead, Onboarding

Location: Lagos State - Ajah, Ibeju-Lekki, Sangotedo, Alimosho, Ojo, Eti-Osa, Amuwo Odofin, Ikeja, Oshodi/Isolo, Lagos Island, Shomolu, Surulere, Badagry, Kosofe, and Ifako Ijaiye

Job Purpose

• The Implementation Officer ensures new retail customers successfully adopt Moniebook POS into their daily store operations through structured, high-touch onboarding experiences.
• This role bridges the gap between sales and long-term customer success by transforming newly signed customers into confident, active users who derive maximum value from the platform within their first 30-60 days.
• Operating as the customer's primary guide during the critical early adoption phase, you will understand each retailer's unique operational needs, configure Moniebook to fit their workflow, deliver effective training, and drive product adoption that sets the foundation for retention and expansion.
• Success is measured by activation rates, time-to-value, feature adoption depth, and seamless handoffs to Account Managers.

Key Responsibilities

• Onboarding Program Design & Execution: Create and execute tailored onboarding plans that guide customers from signup to full operational usage. Define clear milestones, timelines, and success metrics for each customer's onboarding journey.
• Product Setup & Configuration: Guide customers through initial Moniebook POS setup.
• Training Delivery & Enablement: Conduct engaging live training sessions (both one-on-one and group) that educate retail staff on core Moniebook features, best practices, and operational workflows. Create an environment where users feel confident and empowered to use the POS system independently.
• Adoption Monitoring & Progress Tracking: Monitor customer usage data, transaction volume, feature adoption, and engagement signals. Proactively identify at-risk customers showing low adoption and intervene with targeted support to get them back on track.
• Relationship Building & Trust Establishment: Build strong, trust-based relationships with key stakeholders during the onboarding period. Be responsive, empathetic, and solutions-oriented in addressing concerns and questions.
• Issue Resolution & Escalation Management: Provide troubleshooting support for technical issues, user errors, or configuration challenges during onboarding. Escalate complex technical issues to Product/Engineering teams while maintaining customer communication and managing expectations.
• Documentation & Knowledge Sharing: Maintain accurate records of customer interactions, onboarding progress, configuration details, and issues in CRM/CS platform. Document common customer questions and best practices to improve onboarding resources and internal knowledge base.
• Account Manager Handoff: Execute smooth, well-documented handoffs to the account manager upon onboarding completion. Provide context on customer goals, usage patterns, relationship notes, and any ongoing concerns to ensure continuity of support.
• Feedback Loop & Product Insights: Capture and share customer feedback, feature requests, usability issues, and competitive insights with Product and Account management teams. Act as the voice of the customer to inform product development and onboarding process improvements.

Qualifications

• 2-4 years of experience in customer onboarding, customer success, implementation, or account management roles (preferably in SaaS, retail technology, or POS systems)
• Proven track record of successfully onboarding customers to software platforms and driving product adoption
• Excellent communication and presentation skills with ability to train diverse audiences
• Strong problem-solving and analytical skills, able to diagnose customer challenges and recommend effective solutions
• Customer-first mindset with genuine passion for helping people succeed and delivering exceptional experiences
• Highly organised and detail-oriented, capable of managing multiple onboarding projects simultaneously while maintaining quality
• Self-motivated, proactive, and adaptable, comfortable working independently and taking ownership of customer outcomes
• Technical aptitude and comfort with software tools
• Bachelor's degree in Business, Technology, Communication, or related field (or equivalent work experience) 

Preferred Qualifications

• Experience creating training materials, documentation, or knowledge base content
• Exposure to SaaS onboarding methodologies, customer health scoring, or CS best practices
• The candidate should be based in Lagos State – Ajah, Ibeju-Lekki, Sangotedo, Alimosho, Ojo, Eti-Osa, Amuwo Odofin, Ikeja, Oshodi/Isolo, Lagos Island, Shomolu, Surulere, Badagry, Kosofe, and Ifako Ijaiye (Please indicate your preferred location).

About You

• You're deeply customer-obsessed, you measure your success by your customers' success and genuinely care about their outcomes
• You're an exceptional teacher and communicator who can explain complex concepts simply and make technology accessible to non-technical users
• You're naturally empathetic and patient, you understand that change is hard and meet customers where they are with understanding and support
• You're process-driven but flexible, you follow structured onboarding frameworks while adapting to each customer's unique needs and pace
• You thrive on problem-solving and troubleshooting, you're resourceful, persistent, and don't give up until the customer succeeds
• You're a team player who collaborates seamlessly across Sales, Product, Support, and Account managers to deliver great customer experiences
• You're energised by fast-paced, dynamic environments where no two days are the same and continuous learning is the norm
• You take initiative and ownership. When you see a problem or an opportunity to improve the customer experience, you act on it

What Success Looks Like

• 90%+ of onboarded customers reach 'active user' status (defined by processing transactions and using key features) within their first 30 - 60 days
• Customers go live with Moniebook POS in their retail operations within the target onboarding timeline (typically 1-2 weeks from signup)
• Customers actively use 3+ core Moniebook features by the end of onboarding, demonstrating comprehensive platform adoption beyond basic transactions
• Achieve a 4.5+ average rating score on post-onboarding surveys.
• Customers you onboard show <5% churn rate in first 90 days post-onboarding, indicating strong early-stage retention
• Account Managers rate your handoff documentation and communication as excellent, enabling seamless transition to long-term retention
• You regularly identify onboarding friction points and contribute actionable recommendations that improve our onboarding playbooks, training materials, or product experience

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Reports to: Regional Team Lead

About this Role

• The Customer Support Officer provides high-quality, timely, and professional support to walk-in customers nationwide and customers in WhatsApp Groups. 
• The role focuses on resolving customer enquiries, technical issues, and service-related concerns while delivering a consistent customer experience aligned with the Bank’s standards and values.
• The officer serves as the first point of contact, collaborating with internal teams to ensure prompt issue resolution and offering insights to improve customer experience based on logged issues and customer feedback.

Responsibilities

• Serve as the first point of contact for walk-in customers nationwide and respond to customer inquiries on WhatsApp platforms.
• Provide prompt, accurate, and high-quality responses to customer inquiries and service requests.
• Log all customer support requests accurately for tracking and follow-up.
• Coordinate with relevant internal teams to ensure timely resolution of customer issues.
• Escalate complex or unresolved issues to the Regional/State Team Lead as required.
• Adhere to approved communication scripts, service guidelines, and operational procedures.
• Collect and document customer feedback on products and services to support continuous improvement.
• Identify customer needs and offer appropriate solutions to ensure satisfaction.
• Build and maintain strong, trust-based relationships with customers through clear and effective communication.
• Maintain confidentiality and data privacy of customer information at all times.

Experience & Background

• Minimum of 1–2 years of relevant customer service or support experience.
• Minimum educational qualification of BSc or HND.
• Must have completed NYSC or possess a valid exemption/exclusion certificate.

Skills & Competencies:

• Excellent written and verbal communication skills (specifically for handling walk-ins and managing WhatsApp group communications).
• Strong problem-solving and issue-resolution abilities.
• Customer-centric mindset with high empathy and emotional intelligence.
• Ability to collaborate effectively with internal cross-functional teams.
• Meticulous attention to detail for tracking, documentation, and data logging.
• Strict adherence to operational procedures, data privacy, and confidentiality guidelines.

What success looks like in this role:

• High customer satisfaction scores and positive feedback from walk-in and WhatsApp group interactions.
• Consistently meeting or exceeding response and resolution timelines (SLAs) for logged inquiries.
• Accurate and thorough logging of all customer interactions to prevent unresolved gaps.
• Strong operational discipline with minimal escalations due to unresolved baseline issues.
• Proactive collection of customer feedback that leads to actionable internal service improvements.

Why join us?

• Competitive compensation, benefits, and career growth opportunities.
• Support for professional development.