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.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

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.