Sr Customer Success Manager
•Boxinc· 1h
🎧 Support⏰ Full-time📈 Mid Level💰 $134k-167k🇺🇸 San Francisco, USA
1h ago
M Kopa·about 10 hours ago
About M-KOPA
M-KOPA is a financial technology company protecting financial access for 7 million customers across Africa. We've unlocked $2+ billion in credit for people who'd never accessed formal financial services. We've contributed $45 million in taxes to African economies, assembled 2 million smartphones in Kenya, and financed 4,000+ e-motorbikes.
We're deliberately scaling our retail training infrastructure to match our customer growth. We need trainers who understand that developing retail teams here means equipping people to serve customers accessing financial services for the first time. People whose entire relationship with financial trust is being built in our shops.
This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa.
Role Overview
As Retail Trainer, you'll plan and deliver comprehensive training programs to retail teams, Stock Controllers, Shop Assistants, and Retail Repairs staff. You'll develop localized training materials, conduct onboarding and performance improvement training, and facilitate monthly assessments across all retail teams. You'll monitor performance, provide coaching and on-the-job support, conduct regular shop visits, and report on training impact. This role directly shapes how 7 million customers experience service through the retail teams you develop.
What You'll Do
Develop and deliver onboarding, refresher, and performance improvement training for retail teams. Create localized, engaging training materials including customer service scripts, operational guides, and job aids.
Train staff in customer-centric service delivery, conflict resolution, sales support, and complaint handling.
Educate teams on M-KOPA's inventory management, fraud controls, stock reconciliation, audit standards, and operational processes.
Facilitate monthly assessments and quizzes, ensuring full participation and completing retakes. Provide performance coaching and on-the-job support to underperforming staff and new hires.
Conduct regular shop visits to observe staff interactions and operational compliance. Provide immediate coaching and corrective training interventions on-site.
Assess training impact through performance data and customer feedback. Submit post-training reports and recommend actionable performance improvement plans.
Serve as liaison between Retail teams and other departments, communicating feedback and training needs to drive alignment.
What You Bring
Minimum 2–3 years of demonstrable experience in retail operations training, sales coaching, or customer service management; preferably in FinTech, Telco, or FMCG sectors. You've delivered training programs, developed training materials, and coached staff to performance improvement.
Bachelor's degree in education, Training & Development, Human Resources, or a related field.
Strong facilitation and coaching skills - you're comfortable leading group training sessions, providing one-on-one coaching, and adapting your approach to different learning needs.
Deep knowledge of retail operations - you understand stock control processes, customer service best practices, and operational compliance requirements.
Proficiency in Microsoft Office tools - Excel, Word, and PowerPoint essential for material development and reporting. Experience with Learning Management Systems (LMS) is an added advantage.
Ability to analyze operational data and use insights to shape training priorities and measure impact.
Willingness to travel frequently to field shops and regional offices.
The Reality
This role requires constant engagement and energy. You'll travel frequently to shops and regions. You'll manage multiple training cycles, assessments, and coaching interventions simultaneously. You'll navigate diverse retail environments with different operational maturity levels. You'll balance documentation, coaching, and field visits with competing demands.
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 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 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.