This Retail Support Agent role focuses on keeping post-sale device support moving so customers are never stuck with unresolved device or account issues. The Agent will provide technical and account-level support to retail and repair teams while working directly with MDM tools, device serials, and customer accounts. Day-to-day work covers serial swaps, account fixes, debugging, and logging in a hybrid setup based in Lagos.

• Job Location: Lagos
• Employment Type: Full-time (Hybrid)
• Salary: Not stated

M-KOPA is a pan-African fintech that has served 10 million customers and extended $2B+ in credit, helping people across Africa access the devices and financial services they need to earn, save, and grow. The company supports customers across Kenya, Uganda, Nigeria, Ghana, and South Africa. Recognized four times by the Financial Times as one of Africa's fastest-growing companies and by TIME100 Most Influential Companies, M-KOPA empowers its people to own their careers through development programs, coaching partnerships, and on-the-job training.

• Own the dummy serial swap process end to end for lost, out-of-warranty devices
• Lock and unlock device serials sold under MTN plans
• Resolve serial mismatches in trade transactions
• Fix customer account add-on issues, confirming correct configuration and activation
• Enable and disable debugging settings on devices in the repair pipeline so repairs are never held up
• Log every device intervention and swapped serial, and support inventory reconciliation, warehouse and dummy account creation, and configuration quality checks
• Escalate complex device or account issues promptly
• Perform other tasks as assigned by the line manager

• Diploma or degree; customer service or operations training is an advantage
• Working knowledge of MDM tools for network locking, unlocking and debugging
• Confidence with Excel or Google Sheets and customer account systems or CRM
• Understanding of retail operations, device configuration and after-sales support, plus basic Freshdesk, Teams and Slack
• A detail-oriented, organised approach with disciplined record-keeping
• Strong troubleshooting skills, the ability to coordinate fixes across teams, and clear communication as a team player

How to Apply
Interested candidates should Apply here.

Why This Job Might Be a Good Fit
This role suits someone with early technical support or retail operations experience who wants behind-the-scenes systems work rather than face-to-face customer service. Because the position covers MDM tools, device serials, and account fixes, it builds practical troubleshooting skills that transfer across fintech, device support, and retail operations.

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