WhatsApp Team Lead – Sales Messaging

About the role

The WhatsApp Team Lead will manage Mogo Kenya’s WhatsApp sales channel, overseeing agents, platform configuration, and customer journeys. The role focuses on sales performance, conversion rates, and seamless hand‑off to other departments.

Key responsibilities

• Run daily shifts, schedule agents and ensure queue coverage during peaks and weekends.
• Monitor chat quality against a scorecard covering accuracy, tone, compliance and conversion.
• Set and track daily sales targets per agent, reporting performance to management.
• Configure Infobip Conversations – queues, routing rules, tags, canned responses and permissions.
• Design and improve chatbot flows, write WhatsApp Business templates and obtain Meta approval.
• Onboard new agents, create knowledge‑base playbooks and coordinate system access.
• Convert WhatsApp leads into completed loan applications and identify drop‑off points for optimisation.

Required profile

• 3+ years of chat‑based sales experience (WhatsApp, live chat or social messaging).
• At least 1 year of experience leading a sales team against monthly targets.
• Hands‑on admin experience with a conversational platform such as Infobip, Zendesk, Freshchat, Twilio or Respond.io.
• Strong analytical skills – able to pull reports, spot funnel drop‑offs and recommend changes.
• Fluent written English and Kiswahili suitable for customer chat.

Required skills

• Infobip Conversations administration
• Zendesk, Freshchat, Twilio or Respond.io platform experience
• WhatsApp Business template creation and Meta messaging policy compliance
• Chatbot flow design
• CRM lead pipeline management