About the job
M-KOPA is hiring a Customer Operations Officer for its eMobility team in Nairobi. This position supports customers through the driving licensing process, working closely with driving schools, the retail team, and regulatory bodies such as NTSA. The role suits someone who pays attention to detail, follows up reliably, and communicates well with partners and colleagues.
About M-KOPA and the Mobility Team
M-KOPA’s Mobility team is growing quickly across Kenya. The team values operational precision and a strong customer focus. As Customer Operations Officer, the work spans several departments and involves external partners. The goal: help every new customer move smoothly from enrollment to becoming a fully licensed rider. The environment is process-driven, and success depends on careful coordination and proactive problem-solving.
What You Will Do
- Oversee class enrollment, monitor learner attendance, and help issue introduction letters with driving schools and the customer experience team.
- Manage the issuance and tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs), ensuring compliance with regulations.
- Coordinate with NTSA to support timely processing and delivery of Smart Driving Licenses.
- Serve as the main operational contact for driving school partners, maintaining regular daily and weekly communication.
- Track rider enrollment numbers and collaborate with the retail team to ensure driving school packages are provided on time.
- Monitor customer conversion timelines and work with relevant teams to resolve any process delays.
