M-KOPA
FinTech
SalesAdministrator-CustomerOnboarding&Retention
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“Sales Administrator - Customer Onboarding & Retention at M-KOPA. Skills: Customer Onboarding, Customer Retention, Sales Support, KYC Integrity. Own customer journey from Day 5 to Day 90. Ensure no new customer falls through gap”
What You'll Achieve.
Ensure no new M-KOPA customer falls through the gap between activation and successful payment patterns; Day 30 and Day 90 payment rates in your cohort; KYC completion rates; Device recoveries; Education touchpoint completion; Customer repayment rates; Business performance
Industry & Context.
Early intervention that prevents problems rather than reacting to them; Flag issues before they escalate; Drive outcomes that directly impact customer repayment rates and business performance; Spotting distress signals before defaults; Fixing customer confusion before missed payments; Holding DSRs accountable for unresolved issues; Resolving field quality gaps; Escalating anomalies immediately; Escalating anything stuck beyond 7 days; Supporting device recovery; Surfacing and documenting field insights; Using data to track what's working and what isn't
What They're Looking For.
Must Have
Diploma or Bachelor's degree in Business Administration, Marketing, Social Sciences, or a related field, 1–2 years' experience in sales support, customer service, field operations, or a similar role, Fluency in English and Luganda (or the dominant local language of your assigned cluster)—both written and spoken
Nice to Have
Experience with CRM systems or customer tracking tools is an advantage, Prior exposure to M-KOPA's products, PayGo financing models, or similar FinTech environments is a plus
What You'll Do.
Own customer journey from Day 5 to Day 90
Ensure no new customer falls through gap
Act as early-warning system for distress signals
Educate customers on success
Follow up with DSRs and agents
Ensure new customers have support
Own structured touchpoints at Day 5
Build trust and form habits
Set repayment patterns
Call new customers at structured touchpoints
Deliver scripted customer education sessions
Identify and flag early distress signals
Track and report weekly on customers educated
Hold DSRs accountable for unresolved issues
Conduct structured follow-up with non-engaging customers
Liaise daily with Cluster Leaders
and the Contact Centre
Escalate repeat issues to Sales Admin Lead
Audit new customer KYC records within 48 hours
Update and correct customer KYC details
Chase DSRs and agents for outstanding documentation
Monitor all devices sent through retail channels for repair
Work with Field Collection Agents to support device recovery
Maintain a live device tracker
Act as central coordination point between teams
Surface and document field insights
Publish weekly reports to Sales Admin Lead
Use data to track what's working
How You'll Work.
Team & Collaboration
Working across Sales, Credit, Fraud, Contact Centre, and Field teams; Liaising daily with Cluster Leaders, Regional Managers, Trainers, Collection Agents, and the Contact Centre; Escalating repeat issues to the Sales Admin Lead and Head of Sales; Sharing field KYC quality feedback back to DSRs and team leaders; Acting as the central coordination point between field staff, trainers, the Contact Centre, Cluster Leaders, Regional Managers, Credit, and Fraud teams
Communication Scope
Structured communication—clear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report; Active listening
Full Job Description
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A SALES ADMINISTRATOR - CUSTOMER ONBOARDING & RETENTION TO OWN THE CUSTOMER JOURNEY FROM DAY 5 TO DAY 90, ENSURING NO NEW M-KOPA CUSTOMER FALLS THROUGH THE GAP BETWEEN ACTIVATION AND SUCCESSFUL PAYMENT PATTERNS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] This role offers the opportunity to be the bridge between a customer's first device and their first successful payment—the person who makes the critical difference in those crucial first 90 days. You won't be doing ordinary admin work. You'll be the early-warning system who catches distress signals before defaults happen, the educator who ensures customers know exactly how to succeed, the follow-up engine who holds DSRs and agents accountable, and the quality guardian who ensures every new customer has the support they need. Working across Sales, Credit, Fraud, Contact Centre, and Field teams, you'll own structured touchpoints at Day 5, 10, 15, 30, and 90—building trust, forming habits, and setting repayment patterns that determine customer success. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US We foster a culture where customer success meets operational excellence. Our team values persistent follow-through, structured communication, and early intervention that prevents problems rather than reacting to them. You'll be empowered to hold people accountable, flag issues before they escalate, and drive outcomes that directly impact customer repayment rates and business performance. Recognized by the Financial Times as one of Africa's Fastest Growing Companies (2022–2025) and TIME100 Most Influential Companies (2023 & 2024), we've served over 6 million customers, unlocking $1.5 billion in cum
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