Telesales Team Lead

We are looking for a Telesales Team Lead to join our Retention team, as we scale up and drive digital and financial inclusion across our markets.

Role Overview

We're hiring Telesales Team Leads for our Customer Retention team in Nigeria, covering both our Inbound and Outbound functions. Every conversation your team has determines whether a customer stays in a financial product that's genuinely changing how they live and work.

About M-KOPA

M-KOPA has extended over $2 billion in credit to 10 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa. 86% of our customers report improved quality of life, and 55% are accessing formal financial services for the first time. We're scaling fast, and we need frontline leaders who can scale with us.

This is a hybrid role, you would be working from our offices in Nigeria, 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 Customer Retention Manager.

What makes this different

This isn't a call center chasing volume for shareholders. You're protecting financial access for people building businesses and securing their families' futures, and you'll have real ownership over how your team performs, not just a script to enforce.

What You'll Do

• Lead, coach, and mentor telesales agents across voice and non-voice channels (Freshdesk, Fresh Chat, social media, calls), and drive outbound teams to consistently hit sales, revenue, and conversion targets

• Monitor performance against KPIs, sales volume, conversion rates, wait times, QA scores, CRM accuracy, daily, weekly, and monthly, addressing gaps proactively and conducting regular reviews with actionable goals

• Collaborate cross-functionally across Inbound, Outbound, Growth, Product, Retail, and marketing teams to execute sales strategies, campaigns, and retention initiatives

• Oversee sales and operations fulfilment, including delivery coordination between agents, DSRs, and retail teams, stock availability, and escalation of fulfilment risks

• Ensure quality and compliance across all channels, managing call quality standards, resolving escalated customer issues, and identifying upselling opportunities during interactions

• Use data analytics to spot customer interaction patterns and trends, and turn insights into recommendations for senior management.

What You'll Need

• Bachelor's degree in business administration, marketing, communications, or a related field

• Demonstrated 2+ years of experience in leadership role either in telesales, customer service, or sales management, specializing in non-voice channels such as email, chat, or social media

• Strong leadership and team management ability, with proficiency in CRM systems, telephony, and sales automation tools

• Proven analytical skills, trend recognition, and data-informed decision-making.

The honest part
This role means managing live performance conversations while holding your team to standards that directly affect vulnerable customers, and depending on which function you lead, you may also be chasing deliveries, stock, and fulfilment alongside sales targets. Some days that's demanding. If you thrive on coaching people through pressure rather than just monitoring dashboards, this is built for you.

Ready to lead a team that actually changes lives? Let's talk.

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.