Customer Care Representative - Lagos

We are looking for a Customer Care Representative to join our Customer Care department; as we scale up and drive digital and financial inclusion across our markets.

About M-KOPA

M-KOPA is a pan-African fintech on a mission to make financial inclusion real — not theoretical. We've unlocked over $2 billion in credit, connected 7 million customers to life-changing products, and built a business where 55% of customers are accessing financial services for the very first time. With 2,300+ employees across Kenya, Uganda, Nigeria, Ghana, and South Africa, we're not slowing down. We're scaling.

Role Overview

Based hybrid in Lagos and reporting to the Customer Care Team Leader, the Customer Care Representative is the voice of M-KOPA for millions of Nigerian customers. This isn't a passive call-handling role ; it's the frontline of financial inclusion, where every resolved query represents real impact in someone's life.

This is a hybrid role, you would be working from our offices in Nigeria, 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 Care Team Lead.

What Makes This Different

Most customer care roles measure you on call volume. This one measures you on lives changed. When a customer calls M-KOPA, they may be navigating their first-ever financial product. Your ability to resolve their issue on the first call doesn't just protect satisfaction scores — it builds the trust that keeps financial inclusion moving forward.

What You'll Do

• Receive, manage, and resolve customer inquiries via phone — owning each interaction end-to-end, from first contact through resolution or escalation, while ensuring every customer leaves the call with clarity and confidence.

• Maintain accurate, meticulous records of all customer interactions in M-KOPA's systems, contributing to the quality data that drives service improvements across the business.

• Educate customers on M-KOPA products and processes, turning questions into understanding and empowering customers to get the most out of what they've invested in.

What You'll Need

• Demonstrable experience in a customer-facing or call-handling environment, with a genuine track record of resolving difficult customer issues calmly and effectively.

• Proven competency with Microsoft Office and comfort navigating digital systems because accurate documentation is as important as the conversation itself.

• A customer-first mindset that doesn't flinch when things get complex; you escalate when needed, but you exhaust every option to resolve first.

The Honest Part

This is a high-volume, on-site role in Lagos. You'll be handling real customer issues — some routine, some not — and the expectation is first-call resolution wherever possible. It demands consistency, patience, and attention to detail every single day. If you're someone who finds energy in solving problems for people who genuinely need help, you'll find this role more rewarding than most.

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.