Dc & Customer Care Team Lead – Smartphone Financing at Mogo Finance

KEY RESPONSIBILITIES:

• Supervise a small team responsible for:
• Welcome calls to new customers
• Early-stage debt collection (reminders and follow-ups)
• Ongoing customer support through call, WhatsApp, and other channels
• Build daily and weekly performance reports (calls, resolutions, response times, etc.)
• Coordinate with Loan Officers and Field Teams to ensure seamless customer onboarding and issue resolution
• Monitor repayment behavior and provide insights to the risk and operations team
• Collaborate with the CRM and tech teams to improve customer interaction flows
• Ensure that all interactions are aligned with Mogo’s tone of voice and customer experience standards
• Assist in onboarding and training new team members as the product scales
• Maintain documentation and SOPs for all customer care and DC workflows and SOPs for all customer care and DC workflows

What you will need:

Qualifications:

• Minimum 3 years’ experience in customer care, debt collection, or telesales — ideally in financial services, telco, or asset financing.
• Previous experience managing or supervising a customer service or Debt Collection team.
• Strong communication skills in English and Swahili.
• Experience working with CRM tools and call center systems.
• Ability to work independently, prioritize tasks, and thrive in a fast-paced environment
• Strong organizational skills and attention to detail.