About MOGO Kenya:
MOGO Auto Limited is part of Eleving Group, an international fintech company operating in sixteen countries across three continents. We are a world-class, reliable, and internationally trusted partner, expanding access to finance in Kenya to promote upward social mobility. Our portfolio encompasses a range of financial products, including car financing, motorcycle financing, tuk-tuk financing, electric motorcycle financing, logbook loans, and vehicle financing.
ABOUT THE ROLE:
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. 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.
What you will do:
. 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
What you will need:
. 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
Application deadline: 30/06/2025
Apply now at https://lnkd.in/dyRsC3JP and become part of the team!