Phone Servicing Technician

[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] WE ARE LOOKING FOR A PHONE SERVICING TECHNICIAN TO JOIN OUR RETAIL TEAM; AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] THE ROLE As a Phone Servicing Technician based in Nigeria, you'll be the person who keeps that infrastructure running. Working primarily from our warehouse, you'll diagnose, repair, and return devices to full functionality — handling hardware faults, software issues, and the documentation that ensures quality at scale. You'll report to the Phone Servicing Lead and work as part of a collaborative technical team. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US M-KOPA is a pan-African fintech that has extended over $2 billion in credit to more than 7 million customers across Kenya, Uganda, Nigeria, Ghana, and South Africa — 55% of whom are accessing financial services for the very first time. With 2,300+ employees and 35,000 field agents, we're not just selling smartphones; we're building the infrastructure through which underserved communities earn, save, and grow. Our customers report 86% satisfaction, and 70% use their devices directly for income generation. That context changes everything about what a repair technician does here. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/ba282a12-7335-4f14-b5d0-85744a5ad867/B7.png] This is an on-site role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Phone Returns Senior Lead. WHAT MAKES THIS DIFFERENT At a typical repair shop, a fixed phone goes back to a customer and that's the end of the story. At M-KOPA, that device is often someone's primary income tool, their access to credit, their connection to financial life. The stakes are real — and so is the quality standard we hold ourselves to. WHAT YOU'LL BE DOING - Diagnosing hardware and software faults using specialist tools, performing repairs and thorough post-repair testing, and maintaining accurate records for every device that passes through your hands — so nothing slips through and no customer waits longer than necessary. - Communicating clearly with customers about technical issues and repair outcomes, while collaborating with team members and management to resolve complex cases that go beyond standard troubleshooting. - Hitting productivity and turnaround targets without compromising on quality — the two aren't in tension here; they're both non-negotiable. WHAT YOU'LL NEED - A secondary school certificate plus a relevant technical qualification, and a minimum of 2 years of hands-on mobile phone repair and servicing experience. - Proven proficiency with phone repair tools, diagnostic equipment, and service software — including the demonstrated ability to troubleshoot complex problems independently. - Reliable, detail-oriented working habits and a professional approach to customer interaction, including comfort with asset management systems and service ticketing tools. The honest part This is a warehouse-based, hands-on role. You'll work with electronic components, solvents, and small parts in a structured environment with real productivity expectations. Peak periods mean extended hours. If you're the kind of technician who takes pride in doing it right the first time and wants to work somewhere that actually measures and rewards that — this is the right environment. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journe