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

As a Customer Care Trainer, you will be facilitating training sessions, identifying skill gaps, developing learning content, and ensuring every Customer Care Representative is equipped, confident, and ready to deliver an exceptional customer experience. You will work as a connector between people, performance data, and learning — translating business needs into practical, impactful training interventions that make a measurable difference on the floor.

About Us

At M-KOPA, we've connected over 7 million customers across Africa to smartphones and financial services — most of them for the very first time. We've unlocked over $2 billion in credit for people who had never accessed formal financial products before, and 86% of our customers say their quality of life has genuinely improved. We're on a deliberate path to 10 million customers, and the quality of every customer interaction is what gets us there.

Our Customer Care function is central to that mission. When a customer calls with a question, a concern, or a problem — the person on the other end of that line is M-KOPA. How well that person is trained determines everything: whether the customer stays, whether the issue gets resolved, and whether trust is built or broken.

That's where you come in. As a Customer Care Trainer, you won't just deliver training sessions — you'll shape the capability of an entire team. You'll work with QA data and Team Leader insights to identify what's not working and design learning interventions that fix it. You'll build and maintain training materials that keep pace with product changes, process updates, and evolving customer expectations. You'll run monthly assessments, track outcomes, and report back on what's working — and what isn't.

You'll also be a key partner to our BPO teams, ensuring that outsourced agents receive consistent, high-quality training that meets M-KOPA's standards. And when new products launch or processes change, you'll be the bridge between the business and the floor — making sure agents understand the change, know what to do, and feel confident doing it.

This is a role for someone who believes that good training changes behavior — not just knowledge — and who has the skills and the drive to make that happen in a fast-moving, high-volume environment.

This is a hybrid role, working from our offices in Accra, Ghana, partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Global Head Customer Support

Expertise

We're looking for someone who is comfortable owning the full training cycle — from needs analysis through to delivery, assessment, and reporting. You'll need to be as confident in front of a room as you are in a spreadsheet, and as comfortable writing a facilitation plan as you are coaching an underperforming agent through a refresher session.

Our expectation is that you bring demonstrable experience facilitating training in a contact centre or customer service environment, a proven ability to develop clear and effective training materials, and the analytical mindset to use QA data and performance trends to drive targeted learning interventions.

If you also understand the dynamics of BPO environments, can manage assessment administration end-to-end, and thrive in a role where no two weeks look the same — you probably have what it takes to make a real impact here.

• Proven experience delivering and facilitating training for large teams in a contact centre, BPO, or customer service environment — with a track record of improving agent performance and readiness

• Demonstrable ability to develop training content including guides, job aids, assessments, and facilitation plans that are clear, practical, and aligned to real operational needs

• Strong analytical and reporting skills — comfortable using QA feedback, quiz results, and performance data to identify gaps, track training outcomes, and inform continuous improvement

Ready to build the capability that powers M-KOPA's next phase of growth? Let's talk

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, 2025 and 2026) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 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.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.