Retail Support Agent

 ## **We are looking for a Retail Support Agent to join our Retail team; as we scale up and drive digital and financial inclusion across our markets.**  ## **The Role** As Retail Support Agent, you keep post-sale device support moving so customers are never stuck with unresolved device or account issues. You give technical and account-level support to our retail and repair teams and help keep repairs within our 5-day repair and 10-day end-to-end SLA. This is an individual contributor role with no supervisory responsibility.  ## **About Us** M-KOPA is a pan-African fintech that has served **10 million customers** and extended **$2B+ in credit**, helping people across Africa access the devices and financial services they need to earn, save and grow. We now support customers across Kenya, Uganda, Nigeria, Ghana and South Africa.  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 **Phones Returns Senior Lead.** ## **What makes this different** Most support roles stop at answering the query. This one goes into the system. You’ll work directly with MDM tools, device serials and customer accounts, so you solve the problem at the source instead of passing it on. Your work decides whether a repair finishes on time and whether a customer keeps using the device that powers their business. ## **What You'll Do** - Own the dummy serial swap process end to end for lost, out-of-warranty devices - Lock and unlock device serials sold under MTN plans - Resolve serial mismatches in trade transactions - Fix customer account add-on issues, confirming correct configuration and activation - Enable and disable debugging settings on devices in the repair pipeline so repairs are never held up - Log every device intervention and swapped serial, and support inventory reconciliation, warehouse and dummy account creation, and configuration quality checks - Escalate complex device or account issues promptly - Perform other tasks as assigned by the line manager. ## **What You'll Need** - Diploma or degree; customer service or operations training is an advantage - Working knowledge of MDM tools for network locking, unlocking and debugging - Confidence with Excel or Google Sheets and customer account systems or CRM - Understanding of retail operations, device configuration and after-sales support, plus basic Freshdesk, Teams and Slack - A detail-oriented, organised approach with disciplined record-keeping - Strong troubleshooting skills, the ability to coordinate fixes across teams, and clear communication as a team player. **The honest picture** This role is more exacting than it looks from the outside. The repair clock keeps running whether or not a device is waiting on you, so a delayed debugging change or an unresolved serial can hold up a customer’s whole repair. Every intervention and swapped serial has to be logged accurately, because inventory has to reconcile. You’ll also spend much of your time behind the scenes, working through systems and chasing fixes across teams rather than dealing with customers face to face. If you like clean records, hard-to-crack problems and knowing a customer’s device works because of you, you’ll probably thrive here. ## **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 [****](http://m-kopa.com).  *Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.*  ***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.*