Customer Operations Officer - eMobility at M-KOPA Solar

In this role, you would be responsible for:

• Coordinating class enrollment, learner attendance tracking, and the issuance of introduction letters in partnership with driving schools and the customer experience team
• Managing the issuance and maturation tracking of Provisional Driving Licenses (PDLs) and Interim Driving Licenses (IDLs) to ensure regulatory compliance
• Following up with NTSA to ensure timely processing and delivery of Smart Driving Licenses
• Serving as the primary operational contact for driving school partners through consistent daily and weekly communication
• Tracking rider enrollment metrics and coordinating with the retail team to ensure timely issuance of driving school packages
• Monitoring customer conversion timelines and proactively addressing progression bottlenecks in collaboration with partners
• Conducting regular follow-up calls with customers to provide guidance, resolve queries, and sustain engagement throughout the licensing journey
• Capturing, cleaning, and maintaining accurate licensing records across all platforms and dashboards
• Preparing comprehensive weekly performance updates covering key metrics, trends, challenges, and proposed improvements
• Conducting field visits to supervise driving school program intake across onboarded schools
• Supporting insurance claims tracking and logbook/NTSA compliance processing on a needs basis

This is an on-site role based in Nairobi, Kenya, with occasional field visits. You will be reporting to the Team Lead.

Your application should demonstrate:

• At least 2 years of experience in an operations execution or coordination role
• Demonstrated experience working with third-party partners or vendors
• Hands-on experience with data entry, record management, and reporting tools
• Prior exposure to customer care, follow-up, or front-line support functions
• Proficiency in MS Office (Word, Excel), email platforms, and digital dashboards
• A Bachelor's degree or diploma in Business Administration, Operations Management, Logistics, or a related field — equivalent professional qualifications combined with relevant experience will be considered
• Nice to have: Familiarity with regulatory or licensing environments such as NTSA processes