Retail Customer Experience Agent - Mobility

We are looking for a Retail Customer Experience Agent - Mobility 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.

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), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.

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.