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WhatsApp Specialist at Mogo Finance
Mogo Finance
October 7, 2026
Full-time
On-site
Role summary:
We are hiring a hands-on Team Lead to run Mogo Kenya's WhatsApp sales team: the agents, the platform and the journeys customers go through on it.
The role is responsible for sales performance, customer conversion, agent productivity, chat quality and day-to-day channel operations. You will manage the team, monitor the sales funnel, optimize WhatsApp journeys and work closely with Product, Credit, Marketing, Telesales and Retention to improve conversion from lead to completed application and disbursement.
The channel operates on Infobip Conversations and is dedicated to sales of Mogo's products including and not limited to boda financing and logbook, car logbook, device financing etc.
This is a sales-only channel. The team does not handle customer complaints, account servicing or collections. These interactions must be identified and handed over promptly to the appropriate teams, so WhatsApp agents remain focused on sales and conversion.
The successful candidate will be comfortable being both a people leader and an operator. During peak periods, you will step into the queue and handle customer conversations alongside the team.
Location: Nairobi
Reports to: Manager, Retention
Team: WhatsApp agents, working closely with Telesales, Retention, Product and Marketing
Key Responsibilities
Team leadership
Run daily shifts, schedules and queue coverage so response times hold through peaks and weekends
Review chat quality weekly against a scorecard: accuracy, tone, compliance and conversion
Coach agents one-to-one, manage performance and escalate persistent gaps early
Set daily sales targets per agent, track them through the day and report daily and weekly sales performance to management
Platform and flows
Own the day-to-day setup of Infobip Conversations: queues, routing rules, tags, canned responses and agent permissions
Write and maintain WhatsApp message templates, get them approved by Meta, and keep them within opt-in and messaging policy
Design and improve chatbot flows that qualify leads with Product, including clean handoff from bot to agent
Act as first point of contact with the Infobip account team on issues, changes and new features
Agent onboarding
Build and run the onboarding programme for new WhatsApp agents: product knowledge, systems, compliance and chat standards
Coordinate licence provisioning and system access so new agents are productive from week one
Keep a living knowledge base and playbooks for common cases, such as logbooks not in the customer's name
Sales and customer onboarding
Turn WhatsApp leads into completed applications for logbook and boda boda loans, with clear steps for documents and verification
Find where customers drop off in the WhatsApp journey and fix it with Product and Credit
Work with Telesales, Retention and Marketing on lead sources, repeat-loan campaigns and win-back messaging; route complaints, service and collections queries straight to the right team
Make sure customer data shared on WhatsApp is handled in line with the Data Protection Act and CBK requirements
How success is measured
Targets will be set with the hiring manager in the first month.
Strong team productivity and performance
Reliable queue coverage and response times
Clear visibility and management of the sales funnel
Consistent chat quality and compliance
Improved lead-to-application and disbursement conversion
Effective agent onboarding, coaching and development
Well-maintained WhatsApp platform, templates and customer journeys
Clear, actionable performance reporting
What you will need:
Requirements
Must have
3+ years in chat-based sales (WhatsApp, live chat or social messaging), with at least 1 year leading a sales team against monthly targets
Hands-on admin experience on a conversational platform such as Infobip, Zendesk, Freshchat, Twilio, Respond.io or similar
Experience writing WhatsApp Business templates and working within Meta messaging policy
A track record of building onboarding or training programmes for agents
Comfort with numbers: can pull a report, spot a drop-off and explain what to change
Clear written English and Kiswahili, suited to customer chat
Diploma or degree in business, communications, IT or a related field
Nice to have
Experience in digital lending, fintech, mobility or other regulated consumer finance
Chatbot or flow design experience
Familiarity with the Kenya Data Protection Act and CBK digital credit rules
Experience managing a lead pipeline in a CRM, including lead scoring and follow-up cadences
We are hiring a hands-on Team Lead to run Mogo Kenya's WhatsApp sales team: the agents, the platform and the journeys customers go through on it.
The role is responsible for sales performance, customer conversion, agent productivity, chat quality and day-to-day channel operations. You will manage the team, monitor the sales funnel, optimize WhatsApp journeys and work closely with Product, Credit, Marketing, Telesales and Retention to improve conversion from lead to completed application and disbursement.
The channel operates on Infobip Conversations and is dedicated to sales of Mogo's products including and not limited to boda financing and logbook, car logbook, device financing etc.
This is a sales-only channel. The team does not handle customer complaints, account servicing or collections. These interactions must be identified and handed over promptly to the appropriate teams, so WhatsApp agents remain focused on sales and conversion.
The successful candidate will be comfortable being both a people leader and an operator. During peak periods, you will step into the queue and handle customer conversations alongside the team.
Location: Nairobi
Reports to: Manager, Retention
Team: WhatsApp agents, working closely with Telesales, Retention, Product and Marketing
Key Responsibilities
Team leadership
Run daily shifts, schedules and queue coverage so response times hold through peaks and weekends
Review chat quality weekly against a scorecard: accuracy, tone, compliance and conversion
Coach agents one-to-one, manage performance and escalate persistent gaps early
Set daily sales targets per agent, track them through the day and report daily and weekly sales performance to management
Platform and flows
Own the day-to-day setup of Infobip Conversations: queues, routing rules, tags, canned responses and agent permissions
Write and maintain WhatsApp message templates, get them approved by Meta, and keep them within opt-in and messaging policy
Design and improve chatbot flows that qualify leads with Product, including clean handoff from bot to agent
Act as first point of contact with the Infobip account team on issues, changes and new features
Agent onboarding
Build and run the onboarding programme for new WhatsApp agents: product knowledge, systems, compliance and chat standards
Coordinate licence provisioning and system access so new agents are productive from week one
Keep a living knowledge base and playbooks for common cases, such as logbooks not in the customer's name
Sales and customer onboarding
Turn WhatsApp leads into completed applications for logbook and boda boda loans, with clear steps for documents and verification
Find where customers drop off in the WhatsApp journey and fix it with Product and Credit
Work with Telesales, Retention and Marketing on lead sources, repeat-loan campaigns and win-back messaging; route complaints, service and collections queries straight to the right team
Make sure customer data shared on WhatsApp is handled in line with the Data Protection Act and CBK requirements
How success is measured
Targets will be set with the hiring manager in the first month.
Strong team productivity and performance
Reliable queue coverage and response times
Clear visibility and management of the sales funnel
Consistent chat quality and compliance
Improved lead-to-application and disbursement conversion
Effective agent onboarding, coaching and development
Well-maintained WhatsApp platform, templates and customer journeys
Clear, actionable performance reporting
What you will need:
Requirements
Must have
3+ years in chat-based sales (WhatsApp, live chat or social messaging), with at least 1 year leading a sales team against monthly targets
Hands-on admin experience on a conversational platform such as Infobip, Zendesk, Freshchat, Twilio, Respond.io or similar
Experience writing WhatsApp Business templates and working within Meta messaging policy
A track record of building onboarding or training programmes for agents
Comfort with numbers: can pull a report, spot a drop-off and explain what to change
Clear written English and Kiswahili, suited to customer chat
Diploma or degree in business, communications, IT or a related field
Nice to have
Experience in digital lending, fintech, mobility or other regulated consumer finance
Chatbot or flow design experience
Familiarity with the Kenya Data Protection Act and CBK digital credit rules
Experience managing a lead pipeline in a CRM, including lead scoring and follow-up cadences