WhatsApp Specialist Job at Mogo Kenya – Nairobi

WhatsApp has become more than a messaging platform for businesses that depend on fast customer interaction. For a sales operation, a well-managed WhatsApp channel can become part of the customer journey itself, taking someone from an initial enquiry through product information, document submission, application and, ultimately, disbursement.

That is the environment behind the WhatsApp Specialist opportunity at Mogo Kenya in Nairobi. The position is designed for a hands-on professional who can lead a WhatsApp sales team while also taking responsibility for the platform, customer journeys and the operational details that keep the channel performing.

The role combines sales leadership, digital channel management, customer conversion and day-to-day operations. The successful candidate will lead WhatsApp agents, monitor their performance, manage the sales funnel and work with teams across Product, Credit, Marketing, Telesales and Retention to improve the movement of customers from leads to completed applications and disbursements.

Unlike a general customer service position, this WhatsApp channel is specifically focused on sales. Complaints, account servicing and collections are not handled by the WhatsApp sales team. When such interactions arise, they need to be recognised and transferred promptly to the appropriate departments so that agents can remain focused on selling Mogo's products and helping customers complete their applications.

A Sales Channel That Needs an Operator

The position is not purely a management job. Mogo is looking for someone who is comfortable leading people while also understanding how the channel works at an operational level.

The successful candidate will run daily shifts, manage schedules and make sure there is adequate queue coverage during busy periods, including weekends. Maintaining response times is important because customers contacting a sales channel may quickly move elsewhere if their questions are not handled efficiently.

The team lead will also monitor individual sales performance. Daily targets will be set for agents, and performance will be tracked throughout the day rather than only being reviewed at the end of a month.

This requires someone who can look at numbers and understand what they are saying about the team's performance. A drop in conversions, for example, should not simply appear as a number in a report. The person leading the channel needs to investigate what may be causing the decline and determine what needs to change.

The hands-on nature of the position goes even further during peak periods. The team lead is expected to step into the queue and handle customer conversations alongside the agents when necessary.

That makes this a role for someone who is comfortable getting involved in the work rather than remaining removed from the customer-facing operation.

Keeping Agents Focused on Conversion

The performance of the WhatsApp channel will depend heavily on the people operating it. The Team Lead will therefore have responsibility for coaching agents, reviewing their work and addressing performance gaps.

Chat quality will be reviewed weekly using a scorecard covering areas such as accuracy, tone, compliance and conversion. This means an agent's performance is not judged simply by the number of conversations handled. The quality of those conversations and their ability to move customers toward a sale also matter.

One-to-one coaching will form part of the role. Where an agent is struggling, the Team Lead needs to identify the problem, provide guidance and monitor whether performance improves. Persistent gaps should be escalated early rather than being allowed to continue unnoticed.

The position also requires the Team Lead to report daily and weekly sales performance to management. Clear reporting gives management visibility into how the WhatsApp sales operation is performing and where attention may be needed.

This makes communication an important management skill. The person in the role needs to translate sales numbers, customer conversations and operational issues into information that management can use.

Managing the Technology Behind the Conversations

There is another side to the job that separates it from a conventional sales supervisor position.

The Team Lead will own the day-to-day setup of Infobip Conversations, the platform used to operate the WhatsApp channel. This includes managing queues, routing rules, tags, canned responses and agent permissions.

The responsibility requires practical familiarity with conversational platforms. The successful candidate should not simply understand how customers use WhatsApp; they should understand how the business side of a messaging platform is configured and maintained.

Message templates will also need to be written and maintained. These templates must go through Meta's approval process and remain within applicable opt-in and messaging requirements.

The position also involves improving chatbot journeys. The Team Lead will work with Product to design flows that can qualify leads before handing them over to human agents.

A well-designed journey can make it easier for customers to provide the information needed to move forward while allowing agents to concentrate on conversations that require human interaction.

The Team Lead will also act as the first point of contact with the Infobip account team when there are platform issues, requested changes or new features to consider.

This means the role sits at the intersection of sales and technology. The successful candidate needs to understand both sides well enough to identify how platform changes can affect customer conversion and agent productivity.

Turning WhatsApp Enquiries Into Applications

At the centre of the position is conversion.

Mogo's WhatsApp channel is intended to move interested customers toward completed applications for products such as boda financing and logbook loans, car logbook financing and device financing.

The Team Lead will need to understand where customers move through this journey and where they stop. If customers begin an application but fail to complete it, the role involves identifying the point at which they drop out and working with Product and Credit to improve the process.

This requires more than simply monitoring the number of leads entering the channel.

The person leading the operation needs to understand the journey between the first conversation and the final outcome. Questions about documentation, verification or the application process can affect whether a customer continues.

The Team Lead will therefore work closely with other departments to remove unnecessary friction while maintaining the requirements of the lending process.

There is also a marketing and retention dimension. The WhatsApp team will work with Telesales, Retention and Marketing on lead sources, repeat-loan campaigns and win-back messaging.

At the same time, the sales team must remain disciplined about what it handles. Complaints, account-service requests and collections matters must be routed to the appropriate teams rather than consuming the time of sales agents.

Building New Agents From the Ground Up

A strong sales channel needs more than experienced employees. It also needs a consistent way of bringing new people into the operation.

The WhatsApp Specialist will build and run onboarding programmes for new agents. Training will cover product knowledge, systems, compliance and chat standards so that new employees understand both what they are selling and how they are expected to communicate with customers.

System access is another part of onboarding. The Team Lead will coordinate licence provisioning and access so that new agents can become productive quickly.

The role also requires maintaining a living knowledge base and playbooks. These resources can help agents deal with recurring situations and provide a consistent reference point when they encounter less straightforward cases.

Examples include situations involving logbooks that are not in the customer's name. Having clear guidance for such scenarios can reduce uncertainty for agents and help them know when a case should be escalated or redirected.

The result should be a team that can handle customer conversations consistently while understanding the products, systems and compliance requirements involved.

Data and Compliance Cannot Be Separated From Sales

Because the channel operates in a regulated consumer-finance environment, customer information has to be handled carefully.

The Team Lead will be responsible for ensuring that customer data shared through WhatsApp is handled in line with the Data Protection Act and applicable CBK requirements.

This adds another layer to the quality expectations for the team. An agent may have a strong sales conversation, but that does not make the interaction successful if customer information is handled improperly or required compliance standards are ignored.

The Team Lead will therefore need to understand how compliance fits into everyday sales activity. This includes the way agents communicate, how information is handled and how WhatsApp templates and customer journeys are designed.

Experience in digital lending, fintech, mobility or another regulated consumer-finance environment would be an advantage because it can provide familiarity with the type of environment in which the team operates.

Experience With Digital Sales Is Central

Mogo is looking for someone with at least three years of experience in chat-based sales, covering environments such as WhatsApp, live chat or social messaging. At least one year of that experience should involve leading a sales team against monthly targets.

This means the position is aimed at a professional who already understands digital customer conversations and sales performance.

Platform experience is equally important. The candidate should have hands-on administrative experience with a conversational platform such as Infobip, Zendesk, Freshchat, Twilio, Respond.io or a similar system.

Experience creating WhatsApp Business templates and working within Meta messaging policies is also required.

The role therefore sits beyond traditional sales supervision. A candidate may have strong sales leadership experience, but without practical exposure to conversational platforms, they may not have the technical familiarity needed for this position.

The academic requirement is a diploma or degree in business, communications, IT or a related field. Strong written English and Kiswahili are also required because the job involves direct customer communication through chat.

A Role Where Numbers Tell the Story

One of the most important abilities for this position is comfort with numbers.

The Team Lead should be able to pull a report, identify a drop-off in the sales journey and explain what needs to change. This is important because the WhatsApp operation will generate information about response times, productivity, conversion, customer journeys and sales outcomes.

Data becomes useful when it leads to action.

If agents are responding quickly but applications are not progressing, the Team Lead needs to investigate the quality of the conversations or the journey itself. If a particular stage of the application is causing customers to disappear, that issue needs to be identified and discussed with the relevant teams.

The role therefore combines people management with analytical thinking. The successful candidate should be able to look at both individual agent performance and the broader customer funnel.

Experience managing a CRM lead pipeline, including lead scoring and follow-up cadences, would be an added advantage.

A Leadership Role With a Hands-On Side

The WhatsApp Specialist position is ultimately about making a digital sales channel work as a complete operation.

That means managing the people who speak to customers, maintaining the technology that supports those conversations, improving the journeys customers move through and keeping a close eye on the numbers that show whether the channel is performing.

The Team Lead will report to the Manager, Retention and work closely with WhatsApp agents, Telesales, Retention, Product and Marketing. This cross-functional setup means the person in the role will need to communicate effectively across different teams while remaining accountable for the WhatsApp sales operation.

Success will be visible through several areas: productive agents, dependable queue coverage, good response times, consistent chat quality, a clearly managed sales funnel and stronger conversion from leads to applications and disbursements.

The condition that makes the position particularly hands-on is that the Team Lead should be prepared to join the queue when demand increases. Leadership in this environment is therefore not only about reviewing reports or conducting meetings. It also means understanding the customer's experience directly and being willing to support the team when the pressure is highest.

For a professional with experience in chat-based sales, conversational platforms and team leadership, the opportunity provides a chance to take ownership of an increasingly important digital sales channel. It brings together sales management, technology, customer journeys, analytics, training and compliance in one position, making it a role for someone who can move comfortably between people, platforms and performance.

Application

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