Overview

We are looking for a Field Service Assistant to serve as the technical and product knowledge anchor at one of M-KOPA's retail shops across Kenya. This is a hands-on role where you'll be delivering high-quality onboarding, product training, document verification, and asset issuance — ensuring every new customer leaves with confidence in their electric motorbike and the tools to succeed.

"This role is a great fit for someone who loves working directly with customers and takes pride in doing the details right. You'll be a key part of the customer's first experience with M-KOPA — from their very first product demo to the moment they ride off with their new bike."

About Us

At M-KOPA, we're focused on digital and financial inclusion across Africa, serving over 10 million "everyday earners" through pay-as-you-go asset financing. Our Mobility division is expanding access to electric motorbikes, helping riders transition to cleaner, more cost-effective transportation solutions.

What You'll Do

• Lead product pitching, demonstrations, and induction sessions for new customers
• Explain financing terms, insurance, driving school requirements, and customer responsibilities
• Review KYC documents and ensure policy compliance
• Capture customer data accurately into the system and sync with the Customer Care Team for screening
• Identify fraud risks or documentation inconsistencies and escalate appropriately
• Validate asset readiness checklists covering mechanical state, charge levels, and accessories
• Manage the end-to-end onboarding workflow: verification → training → activation → issuance
• Document and hand over bikes, accessories, helmets, and additional equipment to customers
• Deliver customer training on riding safety, insurance, battery care, charging, payments, and app use
• Validate customer understanding and track training attendance

This is an on-site role based at one of our retail shops across Kenya. You will be reporting to the Customer Experience Officer.

Expertise

• College diploma or tertiary training in any field
• Minimum 1 year of experience in customer service (front office experience is a plus)
• Basic technical knowledge is advantageous but not required
• Strong customer service and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Attention to detail in maintaining shop operations
• Professional and friendly demeanor when interacting with customers

If the above is of interest to you, please apply.

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.

• Lead product pitching, demonstrations, and induction sessions for new customers
• Explain financing terms, insurance, driving school requirements, and customer responsibilities
• Review KYC documents and ensure policy compliance
• Capture customer data accurately into the system and sync with the Customer Care Team for screening
• Identify fraud risks or documentation inconsistencies and escalate appropriately
• Validate asset readiness checklists covering mechanical state, charge levels, and accessories
• Manage the end-to-end onboarding workflow: verification → training → activation → issuance
• Document and hand over bikes, accessories, helmets, and additional equipment to customers
• Deliver customer training on riding safety, insurance, battery care, charging, payments, and app use
• Validate customer understanding and track training attendance

• Strong customer service and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Attention to detail in maintaining shop operations
• Professional and friendly demeanor when interacting with customers

• College diploma or tertiary training in any field
• Minimum 1 year of experience in customer service (front office experience is a plus)
• Basic technical knowledge is advantageous but not required