We are looking for a Customer Experience Officer to join our Mobility Customer Experience group; as we scale up and drive digital and financial inclusion across our markets.

You will ensure seamless onboarding and adoption of M-KOPA's mobility products by educating customers, resolving technical issues, and maintaining high satisfaction levels.

As our Customer Experience Officer, you will combine customer support, product expertise, and relationship management to drive long-term client success. You will be responsible for conducting detailed account walkthroughs, providing training support, and building strong relationships with both new and existing customers.

About Us

In this role, you will conduct detailed account walkthroughs to ensure customers understand setup requirements and product usage, while guiding them through KYC compliance during onboarding.

You will provide comprehensive training and troubleshooting support for customers and leverage customer feedback to continuously improve our onboarding processes.

Your responsibilities include logging, tracking, and resolving customer queries efficiently, communicating product updates proactively, and building strong relationships to enhance customer loyalty. You will also manage stock receipt and allocation at Mobility outlets and maintain shops according to M-KOPA's health, safety, and environmental standards.

This is an onsite role with 10% travel requirement to Service Centers and Dealerships partnering with a diverse group of employees. You will be reporting to the Mobility Customer Experience Team Lead.

Expertise

We are looking for someone with a college diploma or equivalent (technical/business field preferred) and 2+ years in customer service, preferably in a field-based role.

Technical proficiency in diagnosing and troubleshooting M-KOPA products is essential, with motorbike knowledge being advantageous. You should have strong Microsoft Office skills (Excel, PowerPoint) for reporting and presentations, along with data interpretation abilities to derive insights from customer data.

Strong organizational skills to manage multiple customer records efficiently are crucial. We value candidates who are self-motivated, collaborative, and adaptable to cross-functional team environments.

Why M-KOPA?

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.