Dc & Customer Care Team Lead – Smartphone Financing Job Mogo

Mogo Kenya is preparing to launch a new smartphone financing product and is seeking a motivated and hands-on DC & Customer Care Team Lead to oversee customer onboarding, welcome calls, early-stage collections, and day-to-day customer support. You will play a critical role in building strong client relationships and ensuring operational efficiency during the pilot and scale-up phases.

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This is an exciting opportunity to join a high-growth product from day one and shape the structure of how we engage with customers at Mogo.

Duties and Responsibilities

• Supervise a small team responsible for:
  • Welcome calls to new customers
  • Early-stage debt collection (reminders and follow-ups)
  • Ongoing customer support through call, WhatsApp, and other channels
• Build daily and weekly performance reports (calls, resolutions, response times, etc.)
• Coordinate with Loan Officers and Field Teams to ensure seamless customer onboarding and issue resolution
• Monitor repayment behavior and provide insights to the risk and operations team
• Collaborate with the CRM and tech teams to improve customer interaction flows
• Ensure that all interactions are aligned with Mogo’s tone of voice and customer experience standards
• Assist in onboarding and training new team members as the product scales
• Maintain documentation and SOPs for all customer care and DC workflows and SOPs for all customer care and DC workflows

Qualifications

• Minimum 3 years’ experience in customer care, debt collection, or telesales — ideally in financial services, telco, or asset financing.
• Previous experience managing or supervising a customer service or Debt Collection team.
• Strong communication skills in English and Swahili.
• Experience working with CRM tools and call center systems.
• Ability to work independently, prioritize tasks, and thrive in a fast-paced environment
• Strong organizational skills and attention to detail.

Nice to have:

• Experience supporting financing or credit-based products will be an added advantage.
• Background in launching or supporting new business units
• Familiarity with smartphone distribution and M-PESA-based repayments

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How to Apply

Click here to apply

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