Our Pitch – Who We Are

MoPhones is on a mission to empower Africans with high-quality, premium smartphones that do not break the bank. By combining a trusted online marketplace, local retail presence, and integrated financing, MoPhones makes renewed devices accessible, affordable, and better for the planet through circular, lower-waste

At MoPhones, everything we do is guided by three values: Authenticity, Ownership, and Focus.

• Authenticity – We build trust through honesty, transparency, and real care, ensuring customers feel confident in their renewed devices and financing options.

• Ownership – We take responsibility for the full customer journey, from registration and onboarding through support, escalations, and issue resolution.

• Focus – We prioritise high-quality, accessible smartphones and an excellent service experience that supports customers throughout their repayment journey.

Our products are distributed and sold online and through a network of local agents and outlets who earn commission when customers send payments, and users are supported by a dedicated customer care team based in Nairobi.

About the role
We are looking for a Customer Experience Associate to support customers from registration to loan completion, ensuring timely assistance, clear communication, and a consistently high-quality service experience. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on handling customer queries, managing tickets, documenting feedback, and building trusting, long-term customer relationships.

First 3 months focus
In the first 90 days, you will learn MoPhones’ products, financing processes, and customer support tools while delivering responsive, accurate support across phone, messaging, and digital channels.

Key focus areas in the first three months:

• Handle incoming customer queries on registration, devices, financing, and repayments within defined SLAs.

• Set up and manage customer accounts in our CRM, ensuring accurate, up-to-date records of every interaction.

• Support customers with basic troubleshooting, process explanations, and escalation of complex issues to the right internal stakeholders.

Beyond 3 months focus:

Beyond the first three months, the Customer Experience Associate will focus on improving service quality, reducing repeated contacts, and translating customer feedback into product and process improvements.

Focus areas after month three may include:

• Proactively follow up on open issues and tickets to ensure full resolution and high customer satisfaction.

• Analyse customer feedback and interaction trends to recommend changes that reduce friction and improve customer journeys.

• Collaborate with credit and sales teams to ensure customers receive consistent, clear communication and support across all touchpoints.

Success Metrics (KPIs)
The Customer Experience Associate will be measured against these success metrics:

• 10% improved buckets across DPDs (reduction in negative roll rates)

• FCR; team achieves a <4 minutes first contact response time for at least 85% customers, with 95% tickets resolved within 1 hour (except technical support tickets)

• FCR: achieve a < 4-minute first contact response time for at least 85% customers, with 95% tickets resolved within 1 hour (except technical support tickets)

• Post-service CSAT(Quality)>80% of customers satisfied with the quality of service provided

• NPS Call Backs; 100% Attempt Rate in 7 days, 90 Reach Rate in 7 days

What we are looking for

• 2–4 years of experience in customer service, customer experience, contact centre, or customer-facing operations, ideally in fintech, telco, or digital products.

• Strong communication skills (spoken and written), with the ability to explain processes simply and build trust with customers.

• Proven experience handling complaints, resolving issues, and staying calm and solution-oriented under pressure.

• Familiarity with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar) and comfort working with performance dashboards.

• High ownership and follow-through; you reliably close loops and keep customers informed.

• Ability to manage multiple conversations and priorities at the same time without dropping quality.

• Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.

What you will get from us

• Competitive salary benchmarked to the Nairobi startup and commercial market, aligned with your experience and impact.

• Performance-linked incentives tied to customer satisfaction, resolution metrics, and team outcomes.

• Paid time off and public holiday benefits that support rest and sustainability.

• Group personal accident and medical coverage for your well-being and security.

• Learning and development support, including training in CX tools, communication, and performance systems.

• The opportunity to build expertise in customer experience within a high-growth fintech and device marketplace environment.

• A mission-driven, high-ownership team shaping access to technology across Africa, with regular connections and learning forums.

Come make an impact with us
Join MoPhones and help build a more inclusive future of mobile access in Africa

MoPhones is committed to building a diverse, equitable, and inclusive team where every person can contribute, grow, and belong, regardless of their background, identity, or lived experience. The company actively welcomes candidates from underrepresented and historically excluded groups across gender, ethnicity, disability, age, religion, sexual orientation, and socio-economic background, and hires based on skills, potential, and shared commitment to the mission.

If you are excited about the role but do not meet every single requirement, you are strongly encouraged to apply; MoPhones knows that great teams are built by people with different paths and perspectives. Accommodations can be provided throughout the recruitment process on request, because an inclusive candidate and employee experience is essential to how MoPhones operates.