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.
Expertise
To thrive in this role, you should have 2 to 3 years of experience in a customer operations, insurance processing, or back-end administrative role, ideally within the insurance or mobility industry. A strong understanding of logbook management, insurance claim procedures, and regulatory compliance is essential. You must be confident in managing multiple processes simultaneously, have an eye for detail and documentation, and be proactive in resolving issues as they arise. Familiarity with analyzing claims data and reporting on trends or inefficiencies will be a plus.
We are seeking candidates who hold a diploma or bachelor’s degree in a relevant field such as Insurance, Business Administration, or Customer Service. Any certifications in insurance or customer service will be an added advantage. If you’re passionate about streamlining operations and making a measurable difference in the customer experience, this opportunity is for you.
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.
