Whatsapp Specialist

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