---
title: 'Customer Operations Officer - Insurance at M-KOPA'
canonical: 'https://feeny.ai/job/customer-operations-officer-insurance-m-kopa-nairobi-h5vyxgxrf28m'
type: 'job'
last_seen: '2026-10-26'
---

# Customer Operations Officer - Insurance at M-KOPA

- **Company:** [M-KOPA](https://feeny.ai/companies/m-kopa)
- **Location:** Nairobi, Kenya
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-23
- **Last confirmed live:** 2026-10-26
- **Apply:** https://jobs.ashbyhq.com/m-kopa/6c173faf-ddd9-440d-a388-aea8a5b2f513

## Job description

We are looking for an Insurance Customer Operations Officer to coordinate insurance coverage, manage end-to-end claims resolution, and support rider income protection as we continue to scale our Mobility division across Kenya.

''This role sits at the heart of our insurance and claims operations — ensuring every eligible rider has timely, compliant coverage, and that when incidents happen, claims move quickly, accurately, and with a positive customer experience throughout. If you’re a detail-oriented operations professional with experience in insurance or claims coordination and a strong service mindset, this role is for you.''

## About Us

M-KOPA’s Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. Our insurance operations function is critical to protecting riders’ livelihoods and M-KOPA’s assets; from coordinating policy issuance and renewals to managing the full claims lifecycle across insurers, garages, hospitals, and customers. You’ll work in a fast-paced, process-driven environment where accuracy, proactivity, and stakeholder coordination make a real difference.

In this role, you would be responsible for:

- Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses
- Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure
- Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey
- Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support
- Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period
- Maintaining accurate, complete, and up-to-date insurance and claims records across all tracking systems, ensuring all accident incidents are promptly recorded with complete supporting documentation
- Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays
- Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process
- Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication
- Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions
- Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance
- Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery
- Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience

This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Operations Team Lead.

Your application should demonstrate:

- Experience in insurance operations, claims coordination, or a related customer operations role
- Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously
- Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage
- Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports
- Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively
- Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines

If the above is of interest to you, please apply.

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](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.

## About M-KOPA

## Company Overview
- **One-liner**: M-KOPA is a leading African fintech platform that provides affordable financial and digital products to cash-based earners, enabling them to finance everyday essentials through daily micropayments.
- **Entity Type**: Private (Growth Stage)
- **Headquarters**: Nairobi, Kenya (Global HQ with additional offices in London, UK)
- **Founded**: 2010
- **Founders**: Jesse Moore (CEO & Co-Founder) and Nick Hughes

## Core Business
- **Primary Industry**: Fintech / Financial Services
- **Target Customers**: B2C focused on "Every Day Earners" — underserved, cash-based entrepreneurs and individuals across Sub-Saharan Africa who lack formal collateral, credit history, or a monthly salary.
- **Mission/Purpose**: "To make financing for everyday essentials accessible to everyone." Their core mission is to "finance progress" for millions of unbanked and underbanked people.

## Products & Services
- **Smartphone Financing**: The core entry product. Customers pay a small deposit (e.g., ~$35) followed by daily micro-instalments (~$0.50/day) via mobile money (like M-Pesa) to own a smartphone. This is the primary gateway to the digital economy.
- **Digital Loans**: After building a repayment credit history, customers can access small, flexible digital loans on an instalment basis.
- **Hospital Coverage (Insurance)**: Affordable health insurance packages offered via the same daily micropayment model.
- **Device Protection**: Insurance for the financed smartphone.
- **Affordable Data Bundles**: Digital subscriptions and data packages available on a similar instalment basis.

## Market Standing
- **Valuation**: Not publicly disclosed. However, M-KOPA has raised substantial growth capital from top-tier global investors.
- **Key Metric**: Over **$1.5 billion in cumulative credit deployed** to more than **5 million customers** across Kenya, Uganda, Nigeria, Ghana, and South Africa. [m-kopa.com](https://www.m-kopa.com/about)
- **Notable Investors**: Includes **Generation Investment Management** (co-founded by Al Gore), **Sumitomo Corporation**, and other leading impact and growth investors. Board members often come from these firms. [m-kopa.com](https://www.m-kopa.com/about)
- **Growth Signals**: M-KOPA now employs over **3,000 staff members** and has a direct sales force of over **30,000 agents**. The company operates one of the largest smartphone assembly factories in the region, producing over 1 million phones locally. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Competitive Advantages
- **Proprietary Tech & Data Stack**: Processes over **1 million payments daily**, using AI-driven analytics to create credit records for individuals with no formal financial history. This is a deep, defensible data moat.
- **Asset-Light Distribution**: A massive, managed direct sales force of 30,000 agents provides a powerful on-the-ground distribution network that is hard to replicate.
- **Customer-Centric Lending**: Offers "Inclusive, Fair, and Flexible" terms. No collateral or proof of income required. Customers can return a product, get their deposit back, and be released from obligations if they cannot pay. This builds immense trust. [m-kopa.com](https://www.m-kopa.com/about)
- **Vertical Integration**: From smartphone assembly to fintech lending to digital services, M-KOPA controls the entire value chain, creating a sticky ecosystem.

## Strategic Focus
- **Deepening Financial Services**: Expanding beyond smartphone financing into digital loans, insurance, and health coverage to become a comprehensive financial partner.
- **Geographic Expansion**: Already in 5 African countries (Kenya, Uganda, Nigeria, Ghana, South Africa) with potential for further market entry.
- **Leveraging AI for Credit Scoring**: Constantly improving their proprietary data models to offer more products and better manage risk for a traditionally "unscoreable" population.
- **M-KOPA Labs**: A research arm that deploys grants to test new technologies and extensions of their platform. [wikipedia.org](https://en.wikipedia.org/wiki/M-Kopa)

## Why Work Here
- **Purpose-Driven Mission**: The work directly impacts financial inclusion and poverty alleviation for millions across Africa. A deeply motivating "why."
- **Rapid Growth & Scale**: Operating in a high-growth environment with a team of 3,000+, providing significant opportunities for career advancement and tackling complex, real-world problems.
- **Global, Pan-African Team**: A diverse team with a "proudly Pan-African footprint" and offices in London, offering a unique cultural experience.
- **Flexible Work**: Offers hybrid and remote working options that suit the demands of the role. [m-kopa.com](https://www.m-kopa.com/careers)
- **Strong Benefits Package**: Includes comprehensive health plans, learning & development resources, and recognition & rewards. They emphasize a culture of "Progress, Excellence, and Humility." [m-kopa.com](https://www.m-kopa.com/careers)
- **Engineering Culture**: Known for building a world-class tech stack from scratch for a unique market.

## Sources
1. [m-kopa.com/about](https://www.m-kopa.com/about)
2. [m-kopa.com/careers](https://www.m-kopa.com/careers)
3. [wikipedia.org/wiki/M-Kopa](https://en.wikipedia.org/wiki/M-Kopa)
4. [uk.linkedin.com/company/m-kopa](https://uk.linkedin.com/company/m-kopa)
5. [jobs.ashbyhq.com/m-kopa](https://jobs.ashbyhq.com/m-kopa)

## Other roles at M-KOPA

- [Talent Acquisition Manager, Uganda | M-KOPA Kampala](https://feeny.ai/job/talent-acquisition-manager-uganda-m-kopa-kampala-m-kopa-uganda-yzsmtn3sss07) — Uganda
- [Lead People Partner](https://feeny.ai/job/lead-people-partner-m-kopa-nairobi-9ab58n11xrbb) — Nairobi, Kenya
- [Customer Care Executive  - Kasoa](https://feeny.ai/job/customer-care-executive-kasoa-m-kopa-ghana-rat29ge04y8n) — Ghana
- [Senior Manager, Credit and Analytics](https://feeny.ai/job/senior-manager-credit-and-analytics-m-kopa-kenya-e2bc2kn838r0) — Kenya
- [Stock Controller - Brekum-Drobo](https://feeny.ai/job/stock-controller-brekum-drobo-m-kopa-ghana-jp2637xgwerm) — Ghana
- [Retail Support Agent](https://feeny.ai/job/retail-support-agent-m-kopa-lagos-6rpe21rrcn0y) — Lagos, Nigeria
- [Sales Executive - Owo](https://feeny.ai/job/sales-executive-owo-m-kopa-ondo-state-wa940djseh30) — Ondo State, Nigeria
- [Customer Performance Field Officer - Mombasa](https://feeny.ai/job/customer-performance-field-officer-mombasa-m-kopa-mombasa-wnbp876a61vj) — Mombasa, Kenya
- [Customer Performance Field Officer - Nairobi](https://feeny.ai/job/customer-performance-field-officer-nairobi-m-kopa-nairobi-yg97mnrtq2kv) — Nairobi, Kenya
- [Field Sales Manager - Mukono](https://feeny.ai/job/field-sales-manager-mukono-m-kopa-uganda-21xz94t7cdwr) — Uganda