We are looking for a Customer Performance Officer to join our Mobility – Operations Department as we scale up and drive digital and financial inclusion across our markets.
Working across both field and office settings, you will monitor customer repayment behaviors and fleet performance, while resolving on-the-ground issues that affect loan repayment and operational success. You will act as a key point of contact for customers, support collections efforts, recover assets, and ensure adherence to fleet and credit policies.
About Us
At M-KOPA, we are committed to delivering financial solutions that empower underbanked communities through technology and innovation. As part of the Mobility team, you will contribute to the sustainability of our vehicle financing portfolio, actively ensuring our customers remain in good standing and our fleet operations meet performance targets.
You will be responsible for following up with non-performing customers, initiating asset recovery processes, and engaging directly with local communities and law enforcement when necessary. Your work will directly impact portfolio health and business growth by ensuring timely repayments and optimal fleet utilization.
If you enjoy working on the ground, solving problems proactively, and making data-informed decisions, this is the role for you.
This is an on-site and field-based role, you would be working from our offices in Nairobi, 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 Customer Performance Manager.
Expertise
To succeed in this role, you should have proven experience in collections, customer performance monitoring, or fleet management, preferably in the mobility, e-mobility, or vehicle financing sector. A strong grasp of customer communication, especially in high-stakes or sensitive conversations, is essential. You will need to demonstrate the ability to interpret and manage fleet performance metrics, resolve real-time challenges in the field, and confidently engage with law enforcement and local authorities when needed. Proficiency in tools such as Excel, Freshdesk, and M-KOPA-net will be important in tracking and reporting on performance.
The ideal candidate will exhibit a high attention to detail, the ability to multitask in a fast-paced environment, and a strong sense of ownership and accountability. Flexibility is key, as the role demands frequent travel—up to 50% of the time—and may involve extended hours when following up on repayments or asset recovery. You must also demonstrate the ability to act within policy guidelines, maintain professionalism in all customer engagements, and ensure accurate documentation of recovery and repayment actions.
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.
