Customer Care Trainer

About the role

We are looking for a Customer Care Trainer to join our Customer Care group; as we scale up and drive digital and financial inclusion across our markets. About M-KOPA M-KOPA is a pan-African fintech with 7 million customers, 2,300+ employees, and 35,000 field agents operating across Kenya, Uganda, Nigeria, Ghana, and South Africa. We're not just scaling a business — we're building financial access for people who've never had it, with 55% of our customers accessing formal financial services for the very first time. About the role As a Customer Care Trainer, you'll own the capability of our in-house and BPO agent teams; from onboarding new hires to diagnosing performance gaps and building the learning content that closes them. You'll work closely with Team Leaders and Quality Assurance to translate business changes, new products, and process improvements into practical, agent-ready training. This is a hybrid role , working from our offices in Lagos, 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 Global Head Customer Support What You'll Do Designing and facilitating training