WhatsApp Specialist manages automated customer communication channels and messaging flows, requires a Degree in IT, Marketing, or Business and 3+ years digital channel experience. Full-time role in Nairobi.
Reports to: Manager, Retention
Team: WhatsApp agents, working closely with Telesales, Retention, Product and
Marketing
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.
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
KPIs
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
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
