Background

M-KOPA is a leading fintech and technology company that has transformed access to digital financial services across Africa. The organization provides affordable smartphones and other digital financial products to underserved customers using an innovative pay-as-you-go financing model. Through the use of advanced data analytics, artificial intelligence, and mobile technology, M-KOPA enables millions of people to access essential services, build credit histories, and improve their financial wellbeing.

Operating across several African markets including Kenya, Uganda, Nigeria, Ghana, Rwanda, and South Africa, M-KOPA continues to expand its technology-driven financial ecosystem. The company has built a strong reputation for combining financial inclusion with cutting-edge technology solutions that empower customers to participate more fully in the digital economy.

To support its continued growth and expansion across the continent, M-KOPA is currently recruiting for several strategic and technical positions across multiple departments. These roles span areas such as technology operations, data science, product development, marketing, customer operations, enterprise systems architecture, and people management.

Role Overview

The Senior Customer Care Operations Manager oversees the strategic management of customer support operations. The role focuses on improving service delivery, optimizing operational workflows, and ensuring high levels of customer satisfaction.

The position involves managing large customer support teams, developing operational strategies, and implementing systems that enhance the overall customer experience.

Key Responsibilities

• Lead the management and development of customer support teams responsible for handling customer inquiries and service requests.
• Develop operational strategies aimed at improving customer satisfaction and service efficiency.
• Monitor customer service performance metrics and implement improvements where necessary.
• Design and implement customer support processes that streamline service delivery.
• Collaborate with product, technology, and marketing teams to resolve customer issues effectively.
• Implement systems that track customer feedback and drive service improvements.
• Manage workforce planning to ensure customer support operations are adequately staffed.
• Establish service quality standards and monitor adherence across customer support teams.
• Lead initiatives focused on reducing response times and improving customer issue resolution.
• Develop training programs that enhance customer service skills and operational knowledge.

• Lead the management and development of customer support teams responsible for handling customer inquiries and service requests.
• Develop operational strategies aimed at improving customer satisfaction and service efficiency.
• Monitor customer service performance metrics and implement improvements where necessary.
• Design and implement customer support processes that streamline service delivery.
• Collaborate with product, technology, and marketing teams to resolve customer issues effectively.
• Implement systems that track customer feedback and drive service improvements.
• Manage workforce planning to ensure customer support operations are adequately staffed.
• Establish service quality standards and monitor adherence across customer support teams.
• Lead initiatives focused on reducing response times and improving customer issue resolution.
• Develop training programs that enhance customer service skills and operational knowledge.