Customer operations officer - insurance

We are looking for an Insurance Customer Operations Officer to coordinate insurance coverage, manage end-to-end claims resolution, and support rider income protection as we continue to scale our Mobility division across Kenya.

This role sits at the heart of our insurance and claims operations — ensuring every eligible rider has timely, compliant coverage, and that when incidents happen, claims move quickly, accurately, and with a positive customer experience throughout. If you’re a detail-oriented operations professional with experience in insurance or claims coordination and a strong service mindset, this role is for you.

About Us

M-KOPA’s Mobility division is transforming urban transport by making electric motorcycles accessible and affordable for everyday Kenyans. Our insurance operations function is critical to protecting riders’ livelihoods and M-KOPA’s assets; from coordinating policy issuance and renewals to managing the full claims lifecycle across insurers, garages, hospitals, and customers. You’ll work in a fast-paced, process-driven environment where accuracy, proactivity, and stakeholder coordination make a real difference.

In this role, you would be responsible for:

• Coordinating insurance issuance — including sticker generation and DMVIC documentation — and proactively managing policy renewals and customer notifications to prevent coverage lapses
• Managing the complete claims lifecycle from incident reporting and documentation through insurer submission, assessment, authorization, repair or compensation processing, and final claim closure
• Liaising with insurers, approved garages, hospitals, customers, and internal teams to facilitate timely claims processing, resolve bottlenecks, and maintain clear communication throughout the claims journey
• Processing bed-rest compensation and medical payments accurately and within agreed turnaround times to ensure eligible riders receive timely income protection support
• Coordinating the issuance, tracking, and return of loaner bikes in collaboration with the Inventory team, maintaining clear communication with customers throughout the loaner period
• Maintaining accurate, complete, and up-to-date insurance and claims records across all tracking systems, ensuring all accident incidents are promptly recorded with complete supporting documentation
• Submitting claims to insurers within agreed SLA timelines, monitoring progress against turnaround targets, and proactively following up on outstanding actions to minimize delays
• Conducting regular customer follow-up calls to obtain outstanding documentation, provide claims status updates, and guide customers through the claims and compensation process
• Coordinating with approved garages to monitor repair progress, turnaround times, quality standards, and customer communication
• Identifying and escalating complex claims, SLA breaches, and high-impact cases to the Customer Operations Team Lead with relevant background and recommended solutions
• Preparing and submitting accurate weekly reports on claims volumes, submissions, approvals, closures, outstanding claims, ageing, turnaround times, and SLA compliance
• Working closely with Customer Operations, Inventory, Finance, and Sales teams to coordinate interdependent activities and ensure seamless service delivery
• Identifying recurring claims bottlenecks and process inefficiencies and recommending practical improvements to strengthen operational controls and enhance customer experience

This is an on-site role based in Nairobi, Kenya. You will be reporting to the Customer Operations Team Lead.

Your application should demonstrate:

• Experience in insurance operations, claims coordination, or a related customer operations role
• Strong attention to detail — able to maintain accurate records and manage documentation across multiple active cases simultaneously
• Experience liaising with external stakeholders such as insurers, garages, or hospitals is a strong advantage
• Proficiency in Excel and data tracking tools, with the ability to generate and analyse weekly performance reports
• Strong communication and follow-up skills — comfortable engaging customers, internal teams, and external partners proactively
• Ability to manage multiple workstreams simultaneously without dropping quality or missing SLA deadlines

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

Why M-KOPA?

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.