WhatsApp Specialist – Sales & Conversion Lead

About the role

The WhatsApp Specialist will lead Mogo Finance’s WhatsApp sales channel in Kenya, overseeing agents, platform configuration and customer journeys. The role focuses on driving sales performance, conversion rates and ensuring high‑quality chat interactions while collaborating with product, credit, marketing and telesales teams.

Key responsibilities

• Run daily shifts, schedule agents and maintain queue coverage to meet response‑time targets, especially during peaks and weekends.
• Monitor and report sales performance, set daily targets, and optimise the sales funnel from lead to disbursement.
• Configure Infobip Conversations (queues, routing rules, tags, canned responses, permissions) and maintain approved WhatsApp message templates.
• Design and improve chatbot flows, manage hand‑offs from bot to agent, and ensure compliance with Meta messaging policies.
• Coach, onboard and develop agents, conduct one‑to‑one performance reviews and enforce quality standards.
• Collaborate with product, credit, marketing and telesales to identify drop‑offs in the journey and implement fixes.

Required profile

• 3+ years of experience in chat‑based sales (WhatsApp, live chat or social messaging) with at least 1 year leading a sales team.
• Degree or diploma in business, communications, IT or a related field.
• Strong written English and Kiswahili for customer chat.
• Familiarity with Kenya Data Protection Act and CBK digital credit regulations.

Required skills

• Hands‑on administration of Infobip Conversations or similar platforms (Zendesk, Freshchat, Twilio, Respond.io).
• Writing and approving WhatsApp Business message templates under Meta policy.
• Chatbot flow design and implementation.
• CRM lead pipeline management and reporting.