Retail Support Agent Job in Lagos (Hybrid) at M-KOPA, 2026

About M-KOPA

M-KOPA is a fast-growing fintech company that gives millions of underbanked customers across Africa access to life-enhancing products and services. It began as a pioneer of pay-as-you-go (“PayGo”) solar energy for off-grid homes. Today it is one of the most advanced connected asset financing platforms in the world, helping a broad range of customers make progress in their lives.

M-KOPA Nigeria is now recruiting a Retail Support Agent.

Retail Support Agent Job Summary (Lagos, Hybrid)

M-KOPA Nigeria is hiring a Retail Support Agent on a hybrid basis in Lagos. This job is open to Diploma and Degree holders with working knowledge of MDM tools, Excel or Google Sheets, and customer account systems. It suits detail-oriented, tech-savvy professionals who enjoy solving device and account problems behind the scenes.

Quick Facts

• Job Title: Retail Support Agent
• Company: M-KOPA Nigeria
• Location: Lagos (Hybrid)
• Work Arrangement: Hybrid, working from M-KOPA’s offices in Nigeria
• Role Type: Individual contributor (no supervisory responsibility)
• Reports To: Phones Returns Senior Lead
• Salary: Not stated
• Application Deadline: Not specified

About the Job

M-KOPA is looking for a Retail Support Agent to join its Retail team as it scales up and drives digital and financial inclusion across its markets.

The Role

The Retail Support Agent keeps post-sale device support moving so customers are never stuck with unresolved device or account issues. The role gives technical and account-level support to the retail and repair teams. It also helps keep repairs within M-KOPA’s 5-day repair and 10-day end-to-end SLA.

This is a hybrid, individual contributor role. The successful candidate will work from M-KOPA’s offices in Nigeria and partner with colleagues across the UK, Europe, and Africa.

Key Responsibilities for This Retail Support Agent Job

• Own the dummy serial swap process from start to finish 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.
• Support inventory reconciliation, warehouse and dummy account creation, and configuration quality checks.
• Escalate complex device or account issues promptly.
• Perform other tasks assigned by the line manager.

Requirements for This Retail Support Agent Job

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

Nice to Have

• Customer service or operations training.

What Makes This Role Different

Most support roles stop at answering the query. This one goes into the system. The Retail Support Agent works directly with MDM tools, device serials, and customer accounts, so problems are solved at the source instead of being passed on.

The work decides whether a repair finishes on time and whether a customer keeps using the device that powers their business.

The Honest Picture

M-KOPA is open about the demands of this role:

• It is more exacting than it looks from the outside.
• The repair clock keeps running whether or not a device is waiting on you. A delayed debugging change or an unresolved serial can hold up a customer’s whole repair.
• Every intervention and swapped serial must be logged accurately, because inventory has to reconcile.
• Much of the work is behind the scenes, through systems and by chasing fixes across teams, rather than face to face with customers.

If you like clean records, hard-to-crack problems, and knowing a customer’s device works because of you, you will probably thrive here.

Why This Retail Support Agent Job in Lagos Stands Out

This role offers:

• A hybrid working arrangement
• Hands-on work with MDM tools, device serials, and customer accounts
• A direct effect on repair timelines and customer outcomes
• Collaboration with colleagues across the UK, Europe, and Africa
• A career with a fast-growing fintech and connected asset financing company
• A simple online application process

If you are among job seekers looking for customer support or retail operations roles in Lagos, this M-KOPA Nigeria opening is worth applying to.

How to Apply for This Retail Support Agent Job

Interested and qualified candidates should click here to apply online.

Application Deadline: Not specified. Apply as early as possible.

Frequently Asked Questions About This Retail Support Agent Job

Q: What qualifications are needed for this Retail Support Agent job?
A: Candidates need a Diploma or Degree, working knowledge of MDM tools, and confidence with Excel or Google Sheets and customer account systems or CRM. Customer service or operations training is an advantage.

Q: Where is this Retail Support Agent job located?
A: The job is in Lagos, on a hybrid basis, working from M-KOPA’s offices in Nigeria.

Q: Is this a supervisory role?
A: No. It is an individual contributor role with no supervisory responsibility.

Q: Who does this role report to?
A: The role reports to the Phones Returns Senior Lead.

Q: Will I deal with customers face to face?
A: Not much. The listing says most of the work is behind the scenes, through systems and by coordinating fixes across teams.

Q: Is a salary listed for this role?
A: No. The listing does not state a salary.

Q: How do I apply, and when is the deadline?
A: Apply online through the link provided. No deadline has been specified, so apply early.

Looking for more customer support and operations jobs in Lagos? Check here.

Before applying, ensure your CV clearly highlights your experience with MDM tools or device support, your Excel or Google Sheets skills, your record-keeping discipline, and any customer service or after-sales support background.

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