Technical Lead - Device Quality & Customer Experience at M-KOPA

About the job

• We are looking for a Technical Lead - Device Quality & Customer Experience to join our Warehouse & Logistics Team as we scale up and drive digital and financial inclusion across our markets.

The Role

• We're hiring a Technical Lead - Device Quality & Customer Experience for our Nigeria office (hybrid/on-site). You'll report to the Commercial Testing Manager and partner with teams across the UK, Europe, and Africa.

What makes this different:

• Most testing roles stop at finding bugs. This role owns the complete technical experience of M-KOPA devices across Nigeria and Ghana; from configuration to customer hands.

You'll:

• Design and maintain RFS (Ready for Sale) configuration processes that scale across hundreds of thousands of devices.
• Conduct technical and commercial testing to catch issues pre-launch and validate real customer journeys.
• Diagnose and resolve technical escalations from Care Centers through root cause analysis.
• Train and enable Retail, Operations, and Commercial teams on device configuration and repair processes.
• Partner cross-functionally to ensure technical excellence drives business outcomes.

Why This Matters Now

• We've scaled from 5 million to 7 million customers and are building infrastructure for 10 million. Every configuration process you optimize, every issue you prevent, and every team you train multiplies across hundreds of thousands of first-time smartphone users.
• Your technical decisions directly shape whether someone's first smartphone experience opens opportunities or creates frustration.

What You Need
Essential:

• Deep Android OS expertise (rooting, flashing, advanced configuration)
• Proven ability to diagnose technical issues systematically and conduct root cause analysis
• Track record training stakeholders on complex technical processes