Job Description

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

You will be at the heart of our customer back-end operations, ensuring that all administrative processes related to logbooks, insurance, driving school adherence, and customer support are efficiently managed. This role is critical to enhancing the overall customer experience by ensuring processes are smooth, timely, and aligned with policy and regulatory standards.

About Us
At M-KOPA, we are driven by the mission to empower customers through accessible financial solutions and a seamless operational experience. As a Customer Operations Officer, you will be responsible for the effective coordination of key processes such as logbook registration and validation, insurance claims processing, and customer follow-up on accident cases and driving school attendance. You will be expected to maintain accurate records, liaise with external service providers, and support clients in navigating claims or documentation issues. Your day-to-day work will have a direct impact on how efficiently customers access our services and how confidently they engage with our mobility platform.

This is an on-site role based in Nairobi, where you will collaborate closely with both internal teams and external stakeholders. You will report to the Customer Operations Manager and work within a team committed to operational excellence and customer satisfaction.

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 thrice by the Financial Times as one of Africa's fastest growing companies (2022, 2023, and 2024) 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.

• 2 to 3 years of experience in a customer operations, insurance processing, or back-end administrative role, ideally within the insurance or mobility industry
• Strong understanding of logbook management, insurance claim procedures, and regulatory compliance
• Ability to manage multiple processes simultaneously
• Attention to detail and documentation
• Proactivity in resolving issues
• Familiarity with analyzing claims data and reporting on trends or inefficiencies
• Diploma or bachelor's degree in a relevant field such as Insurance, Business Administration, or Customer Service
• Certifications in insurance or customer service will be an added advantage