About the role
We are looking for a Customer Operations Officer to join our Mobility team and ensure our customers progress seamlessly through the driving licensing journey. ''This role offers the opportunity to sit at the heart of M-KOPA's Mobility operations — coordinating between driving school partners, the retail team, and regulatory bodies like NTSA to keep the licensing process moving efficiently. If you're a detail-oriented operations professional who thrives on follow-through and stakeholder communication, this role is for you.'' About Us We foster a culture where operational excellence and customer-centricity go hand in hand. Our Mobility team is scaling rapidly across Kenya, and this role is critical to ensuring every customer we onboard moves smoothly from enrollment through to fully licensed rider. You'll collaborate across functions and with external partners in a fast-paced, process-driven environment where accuracy and proactivity make a real difference. In this role, you would be responsible for: Coordinating class enrollment, learner attendance tracking, and the issuance of introduction letters in partnership with driving schools and the customer experience team Managing the issuance and maturation tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs) to ensure regulatory compliance Following up with NTSA to ensure timely processing and delivery of Smart Driving Licenses Serving as the primary operational contact for driving school partners through consistent daily and weekly communication Tracking rider enrollment metrics and coordinating with the retail team to ensure timely issuance of driving school packages Monitoring customer conversion timelines and proactively addressing progression bottlenecks in collaboration with partners Conducting regular follow-up calls with customers to provide guidance, resolve queries, and sustain engagement throughout the licensing journey Capturing, cleaning, and maintaining accurate licensing records across all platforms and dashboards Preparing comprehensive weekly performance updates covering key metrics, trends, challenges, and proposed improvements Conducting field visits to supervise driving school program intake across onboarded schools Supporting insurance claims tracking and logbook/NTSA compliance processing on a needs basis This is an on-site role based in Nairobi, Kenya , with occasional field visits. You will be reporting to the Team Lead. Your application should demonstrate: At least 2 years of experience in an operations execution or coordination role Demonstrated experience working with third-party partners or vendors Hands-on experience with data entry, record management, and reporting tools Prior exposure to customer care, follow-up, or front-line support functions Proficiency in MS Office (Word, Excel), email platforms, and digital dashboards A Bachelor's degree or diploma in Business Administration, Operations Management, Logistics, or a related field — equivalent professional qualifications combined with relevant experience will be considered Nice to have: Familiarity with regulatory or licensing environments such as NTSA processes 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 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 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. 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.