Product Support Specialist (Pakistan or Remote, Philippines)
•Podium81· 10h
🎧 Support⏰ Full-time📈 Mid Level📍 Islamabad, Pakistan
10h ago
M Kopa·about 1 month ago
This role offers the opportunity to shape how hundreds of Customer Care agents deliver exceptional support to millions of M-KOPA customers. You'll facilitate training programs, develop learning materials, and identify skills gaps that improve agent performance and customer outcomes. You'll ensure agents—both in-house and BPO—have the product knowledge, system proficiency, and customer handling skills needed to deliver excellent support. Working with talented teams across Quality Assurance, Team Leaders, Product, Tech, Projects, and BPO partners, you'll be the capability builder who translates change into readiness and transforms training into tangible performance improvement.
We foster a culture where continuous learning meets performance excellence. Our team values practical training that sticks, coaching that transforms performance, and learning environments that engage and motivate. You'll be empowered to develop materials, facilitate sessions, and partner with stakeholders to ensure every agent is equipped to deliver world-class customer service, working in a dynamic environment where your training directly contributes to customer satisfaction and operational success.
At M-KOPA, our Customer Care Trainers aren't just delivering sessions—they're building capability at scale, creating learning experiences that empower agents, and ensuring consistent service standards that reflect our commitment to upgrading lives across Africa.
This is a hybrid role, working from our offices in Accra, Ghana, partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Global Head Customer Support
Training Delivery & Facilitation
Conducting training sessions for Customer Care Representatives (CCRs) and support teams according to the training calendar on M-KOPA's products, processes, systems, customer handling, and soft skills
Supporting new hire readiness by enabling onboarding through structured induction, role-specific training, and certification to ensure agents are ready to go live confidently
Facilitating engaging sessions that make complex information accessible and memorable
Training Needs Analysis & Performance Support
Identifying training needs by assessing skill gaps and training requirements through QA feedback, Team Leader insights, quiz results, and performance trends
Translating findings into targeted learning interventions that address root causes of performance gaps
Providing coaching support by partnering with Team Leaders and Quality Assurance to reinforce learning through coaching plans, refresher sessions, and targeted upskilling for underperforming areas
Content Development & Knowledge Management
Developing training materials including training guides, job aids, assessments, and facilitation plans to support new products, process changes, and service improvements
Creating content that is clear, practical, and immediately applicable to agent workflows
Maintaining learning resources to ensure training content remains accurate, accessible, and aligned to current SOPs, tools, and customer policies across in-house and BPO teams
Continuously improving materials based on feedback and performance outcomes
Assessment, Certification & Reporting
Administering monthly assessments by developing questions and managing end-to-end quiz administration for all Customer Care teams, ensuring participation, timely completion, and retakes where required
Tracking training effectiveness by monitoring training outcomes and reporting on attendance, scores, certification readiness, and capability gaps to inform continuous improvement
Using assessment data to identify learning opportunities and measure impact
Stakeholder Partnership & Change Enablement
Supporting change management by serving as a liaison between Customer Care and cross-functional teams (e.g., Product/Tech, Projects, Sales), translating changes into clear learning content and readiness activities
Enabling BPO alignment by supporting BPO teams through delivering/rolling out training updates, ensuring consistent knowledge and service standards across partners
Partnering with stakeholders to ensure training aligns with business priorities and operational needs
Team Engagement & Learning Culture
Promoting continuous learning by fostering a positive and supportive learning environment that strengthens engagement, motivation, and retention of key knowledge and skills
Creating training experiences that agents genuinely enjoy and remember
Building a culture where learning is valued and celebrated
This is a training and development role based in Nairobi, Kenya. If successful, you would be reporting to the Senior Training Lead.
Essential Experience
Minimum 2 years' experience training call center or customer support agents
Prior experience as a Customer Care Representative is an added advantage
Solid understanding of customer support operations, common contact center KPIs, quality assurance practices, and customer service workflows
Demonstrated ability to develop clear, practical training materials (guides, job aids, assessments) for products, processes, and systems
Confidence coaching individuals and groups, providing structured feedback, and partnering with Team Leaders and QAs to improve performance
Fluency in English (written and verbal)
Core Competencies
Communication Mastery: Excellent verbal and written communication skills with the ability to simplify complex information for different audiences
Analytical & Problem-Solving: Ability to interpret performance insights and identify root causes of knowledge/skill gaps
Instructional Skills: Strong facilitation capability and knowledge of training best practices (adult learning principles)
Tool Proficiency: Proficiency in CRM tools and Microsoft Office Suite; comfortable learning new systems quickly
Collaboration & Stakeholder Management: Ability to work cross-functionally and support change rollouts with clear, timely learning communications
Attention to Detail & Time Management: Strong organization skills to manage training calendars, assessments, and multiple audiences
Customer Centricity: Commitment to improving customer outcomes through capability building and consistent service standards
Presentation skills that engage and hold attention
Ability to design assessments that accurately measure learning
Experience working with BPO partners or distributed teams is an advantage
Passion for developing people and seeing them succeed
What Sets You Apart
You genuinely enjoy teaching and seeing people improve
You can take complex processes and make them simple and memorable
You're data-driven but human-centered—you use performance metrics to identify needs but design learning experiences that connect with people
You're comfortable in front of a room and can adapt your facilitation style to different audiences
You see training not as a one-time event but as part of a continuous learning journey
You're organized enough to manage multiple training calendars, assessments, and stakeholder requests without dropping balls
If the above is of interest to you, please apply.
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) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 7 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
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.