Job particulars
- Job title
- WhatsApp Specialist
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Full-time
- Work arrangement
- On-site
- Industry
- Sales & Marketing
- Level
- Middle
- Experience
- 3+ years
- Posted
- 5 Oct 2026
- Closing date
- 19 Oct 2026
Key responsibilities
- Team leadership
- Run daily shifts, schedules and queue coverage so response times hold through peaks and weekends.
- Review chat quality weekly against a scorecard: accuracy, tone, compliance and conversion.
- Coach agents one-to-one, manage performance and escalate persistent gaps early.
- Set daily sales targets per agent, track them through the day and report daily and weekly sales performance to management.
- Platform and flows.
- Own the day-to-day setup of Infobip Conversations: queues, routing rules, tags, canned responses and agent permissions.
- Write and maintain WhatsApp message templates, get them approved by Meta, and keep them within opt-in and messaging policy.
- Design and improve chatbot flows that qualify leads with Product, including clean handoff from bot to agent.
- Act as first point of contact with the Infobip account team on issues, changes and new features.
- Agent onboarding
- Build and run the onboarding programme for new WhatsApp agents: product knowledge, systems, compliance and chat standards.
- Coordinate licence provisioning and system access so new agents are productive from week one.
- Keep a living knowledge base and playbooks for common cases, such as logbooks not in the customer’s name.
- Sales and customer onboarding.
- Turn WhatsApp leads into completed applications for logbook and boda boda loans, with clear steps for documents and verification.
- Find where customers drop off in the WhatsApp journey and fix it with Product and Credit.
- Work with Telesales, Retention and Marketing on lead sources, repeat-loan campaigns and win-back messaging; route complaints, service and collections queries straight to the right team.
- Make sure customer data shared on WhatsApp is handled in line with the Data Protection Act and CBK requirements.
- KPIs
- Targets will be set with the hiring manager in the first month.
- Strong team productivity and performance.
- Reliable queue coverage and response times.
- Clear visibility and management of the sales funnel.
- Consistent chat quality and compliance.
- Improved lead-to-application and disbursement conversion.
- Effective agent onboarding, coaching and development.
- Well-maintained WhatsApp platform, templates and customer journeys.
- Clear, actionable performance reporting.
Candidate requirements
- Must have
- 3+ Years in chat-based sales (WhatsApp, live chat or social messaging), with at least 1 year leading a sales team against monthly targets.
- Hands-on admin experience on a conversational platform such as Infobip, Zendesk, Freshchat, Twilio, Respond. io or similar.
- Experience writing WhatsApp Business templates and working within Meta messaging policy.
- A track record of building onboarding or training programmes for agents.
- Comfort with numbers: can pull a report, spot a drop-off and explain what to change.
- Clear written English and Kiswahili, suited to customer chat.
- Diploma or degree in business, communications, IT or a related field.
- Nice to have
- Experience in digital lending, fintech, mobility or other regulated consumer finance.
- Chatbot or flow design experience.
- Familiarity with the Kenya Data Protection Act and CBK digital credit rules.
- Experience managing a lead pipeline in a CRM, including lead scoring and follow-up cadences.
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Hiring organisation
s Expand Recruitment Services