Customer Performance Intern

''This role offers the opportunity to gain hands-on experience in fintech operations at the intersection of mobility and financial inclusion. You'll support customer outreach, debt collection, and fleet management activities that help thousands of customers build credit while accessing income-generating assets, working alongside experienced professionals in collections, operations, and customer success''

We foster a culture where operational excellence meets genuine care for customer outcomes. Our team values data-driven decision-making, collaborative problem-solving, and processes that balance business performance with customer dignity. You'll gain practical experience in how collections, fleet management, and customer performance tracking directly contribute to both business sustainability and financial inclusion, working at the intersection of fintech and e-mobility.

At M-KOPA, our Mobility business isn't just about asset financing—it's about enabling economic opportunity through responsible lending and customer support that helps people succeed.

• Assisting in monitoring assigned customer accounts and supporting efforts to keep the collection portfolio within set limits

• Supporting customer contact initiatives including preparing call lists, draft messages, and participating in supervised outreach to implement repayment schedules

• Helping provide information to customers about timely repayments and the implications of non-payment, under guidance from senior team members

• Assisting with tracking customer issues that impact loan repayments, such as accidents or insurance claims, by gathering documentation and escalating appropriately

• Maintaining accurate records of customer interactions and repayment updates in company systems (M-KOPA-net, Freshdesk)

• Supporting fleet driver monitoring to help ensure performance targets are met, under guidance from senior colleagues

• Assisting with routine driver-related issues and helping facilitate communication with external stakeholders

• Helping identify and track customers with overdue payments and supporting documentation for recommended actions

• Assisting with planning and coordinating field visits for payment or asset recovery, including communication with local authorities

• Contributing to daily and weekly reporting by compiling basic analysis on collections and recovery activities

• Following company policies and guidelines in all collections, asset recovery, and customer interactions while maintaining professionalism and legal compliance

This is an internship role based in Nairobi, Kenya.

• Proven experience in collections, fleet management, or customer performance roles

• Strong communication skills, especially in handling difficult customer interactions with empathy and professionalism

• Ability to manage field operations, including interacting with local law enforcement and community leaders

• Proficiency with data tracking systems and reporting tools (e.g., Excel, Freshdesk)

• High attention to detail and ability to multitask in a fast-paced environment

• Willingness to travel and work flexible hours as operational needs require

• Familiarity with motorbike financing, e-mobility sector, or ride-hailing fleet operations is an added advantage

• Understanding of or interest in fintech and financial inclusion is desirable

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

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, 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.