Careers at M-KOPA Solar

What You'll Do

• At M-KOPA, you'll build and operate distributed C# and .NET microservices on Azure, working within an event-driven architecture at significant scale. This is an outcomes-driven role: we care far more about the value you create than where you sit or how many hours you're online. You'll own what you build end-to-end — from idea, through implementation and deployment, into production and iteration.

Technical Environment 

• Modern C# stack: Distributed C# and .NET microservices
• Cloud & orchestration: Hosted on Azure using Kubernetes
• Architecture: Event-driven, supporting products used at significant scale
• Observability: Grafana, Azure Application Insights, logs, traces, and metrics
• AI tooling: Claude and other AI tools used throughout the engineering workflow — design exploration, code generation and review, test writing, incident investigation, and technical communication

Our Engineering Approach 

• AI-native engineering: We want engineers who tinker — experimenting with new tools, agents, and workflows, and sharing what works
• Guardrails as we accelerate: Automated tests, SLOs, alerting, observability, and deployment safeguards around everything we ship
• Own it beyond the pull request: Design for idempotency, retries, out-of-order events, and failure modes, and know how your services behave in production
• The Campfire Rule: Leave the systems you touch a little better than you found them
• On-call as feedback, not heroics: Engineers who build our systems also help operate them, using incidents to make the platform more resilient

What You Need

• We're looking for a senior engineer who's curious, autonomous, and highly trusted. You're comfortable owning the entire software stack — including supporting infrastructure — throughout its lifecycle, and you see production data, not just deployment, as the real measure of "done."

Required Experience:

• Strong grasp of C# and .NET development
• Experience with event-driven systems - We use Azure Service Bus, but would love to hear from you if you have experience with similar messaging technology (Kafka, RabbitMQ, etc.)
• Microservices architecture experience, ideally on Azure and Kubernetes
• Experience using observability tooling (e.g. Grafana, Application Insights) to understand production behaviour
• Comfort using AI tools as part of a daily engineering workflow (design, code review, testing, incident investigation)
• DevOps culture mindset, including on-call/production ownership
• Proven ability to collaborate effectively in distributed teams across time zones
• Continuous learning mindset and openness to feedback

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What You’ll Do

• At M-KOPA, you’ll build sophisticated event-driven microservices with real-world impact. Our engineering teams own their solutions end-to-end, from architecture decisions to production monitoring, using AI coding tools like Claude Code to move faster along the way. Join us in combining cutting-edge .NET development with purpose-driven engineering that makes digital and financial inclusion possible across Africa.

Technical Environment 

• Languages & frameworks: C#/.NET
• Cloud: We work in Azure, and welcome experience across AWS or GCP
• Architecture: Event-driven systems and microservice development. We use Service Bus, and welcome experience with similar messaging technologies such as Kafka or RabbitMQ
• Infrastructure: Kubernetes, Docker
• Observability: Prometheus, Grafana
• Engineering culture: DevOps, infrastructure as code, automated testing across all environments including production, continuous delivery
• AI tooling: We use AI coding tools, including Claude Code, as part of our engineering workflow

Our Engineering Approach 

• As an engineer, you’ll work as a collaborator. More senior members will coach and contribute, placing an emphasis on:
• High quality output
• Observability and monitoring
• Automated testing in all environments, including production
• Infrastructure as code and DevOps practices
• AI-assisted development with tools like Claude Code

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What You'll Do

• Conduct comprehensive quality assessments of customer interactions across calls, chats, and social media
• Evaluate agent performance against quality standards, KPIs, and compliance requirements
• Review ride disputes, cancellations, safety incidents, and escalated customer issues
• Monitor adherence to scripts, processes, and company policies
• Perform calibration sessions with team leads to ensure consistency in scoring
• Analyze quality metrics and trends to identify patterns in agent performance and customer pain points
• Generate detailed quality scorecards and performance reports for agents and team leaders
• Track and report on metrics including CSAT, FCR, AHT, compliance rates, and quality scores
• Provide data-driven insights and recommendations for process improvements
• Deliver constructive feedback to agents through one-on-one coaching sessions
• Identify skill gaps and develop training materials based on quality findings
• Partner with operations teams to refine quality frameworks and evaluation criteria
• Support root cause analysis for recurring quality issues

This is an on-site role based at our offices in Nairobi. You will be reporting to the Customer Care Manager.

Expertise

• Minimum 2 years of experience in quality assurance within a contact center environment
• Previous experience in mobility, ride-sharing, transportation, or on-demand services is preferred
• Background in customer service operations or agent coaching is a plus
• Strong analytical skills with the ability to translate data into actionable insights
• Excellent communication skills — both written and verbal
• A collaborative approach with the ability to give and receive feedback constructively