Customer Service Supervisor – Inbound

About MOGO Auto Limited

MOGO Auto Limited is part of Eleving Group, a global fintech company operating in 16 countries across three continents. We are a trusted financial partner committed to expanding access to asset financing in Kenya and supporting upward social mobility.

We offer a wide range of products, including car, motorcycle, tuk-tuk, and electric motorcycle financing, as well as logbook loans and smartphone financing. Licensed by the Central Bank of Kenya as a Digital Credit Provider, MOGO combines technology, data-driven decision-making, and strong risk-management practices to deliver fast, flexible, and affordable financing.

With over 400,000 loans issued, we continue to grow rapidly, supported by our nationwide branch network and a user-friendly customer mobile app.We are driven by a mission to provide innovative, sustainable financial solutions and to empower our customers with the tools and opportunities they need to improve their lives.

At MOGO, you’ll join a dynamic, mission-driven team that is reshaping access to finance across Kenya. We offer a collaborative, energizing, and non-bureaucratic workplace where you can grow, contribute, and truly love what you do.

About the Role 

Mogo Auto Limited is looking for an experienced Customer Service Supervisor to lead our inbound customer service team. The role is responsible for managing day-to-day inbound operations for all products, ensuring the team delivers fast, accurate, and courteous support while meeting service level and quality targets.

Key Responsibilities

• Oversee daily inbound customer service operations. 
• Assess staffing needs and ensure adequate shift coverage to meet call volume demands.
• Monitor attendance, approve leave, and manage team schedules. 
• Shadow team leads and agents for performance support and coaching.
• Track call answer rates, average handle time, call volumes, and overall service efficiency. 
• Ensure targets for call quality, first-call resolution, and customer satisfaction are met. 

Leadership and Management

• Lead the daily operations of the inbound customer service team.
• Supervise and motivate team leads and agents to meet performance goals.
• Provide ongoing training, coaching, and feedback.
• Monitor and optimize team performance through regular reviews and call monitoring.
• Ensure compliance with regulatory requirements and company policies.
• Address escalated customer issues and provide solutions for customer satisfaction.
• Foster a customer-centric culture, emphasizing prompt, respectful, and professional service.
• Prepare and present regular reports on team performance, key metrics, and customer feedback trends.
• Set targets for the team, share for approval, and ensure they are met.
• Develop and implement strategies to optimize workflows and enhance efficiency.
• Ensure ongoing Performance Improvement Plans (PIPs) are in place, with regular meetings and follow-ups.
• Collaborate with other departments (Collections, Sales, Product, Compliance) to resolve customer issues and improve service delivery.
• Report to the Operations Manager on team performance and trends.
• Perform any other duties that may be assigned.

Qualifications and Experience

• Bachelor's degree in business administration, Communications, or a related field.
• Minimum 3–4 years of experience in a customer service or call center environment, including at least 1–2 years in a team leader role.
• Experience in fintech, banking, or lending is an added advantage.
• Proficiency in CRM and call center software (e.g., dialers, ticketing systems).

Skills and Competencies

• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Analytical skills to interpret call metrics and reports.
• Problem-solving and conflict resolution abilities.
• Ability to work under pressure and meet targets.
• High level of integrity and professionalism