Online Sales Team Lead

Date Posted: January 5, 2026

About

At MoKo Home + Living, we’re on a mission to transform how Kenyan families experience furniture and home living. Our vision is to bring modern designs and world-class customer service to every household—making quality and affordability accessible to all.

Many people dream of welcoming spaces to sleep, relax, and entertain, but too often they must choose between high prices and low-quality options. At MoKo, we believe no one should have to compromise.

With a passionate team of 500+ MoKoers and over 700,000 satisfied customers using our products daily, we are scaling fast to serve millions more. We are looking for driven leaders to help us reach that goal.

Role Summary

The Online Sales Team Lead is a hands-on commercial leader responsible for driving strong online sales performance while delivering a consistently high-quality customer experience. This role coaches, motivates, and holds online sales agents accountable, acting as the bridge between frontline execution and management insights.

Key Responsibilities

• Coach online sales agents to improve conversion rates, AOV, revenue, and customer experience.
• Role-model 5-star MoKo customer care by actively handling customer chats and calls.
• Ensure strong follow-up discipline, pipeline hygiene, and adherence to SOPs and attribution rules.
• Monitor team performance, errors, and customer feedback, intervening early through coaching.
• Support performance management processes, including structured coaching plans and PIPs, in partnership with Managers and HR.
• Lead adoption of sales tools, systems, and processes, ensuring consistent and correct usage.
• Provide clear performance insights and reporting to management.
• Collaborate with cross-functional teams to improve customer outcomes and operational efficiency.
• Build a positive, motivated, and high-accountability team culture aligned with MoKo values.

Qualifications & Experience

• 3–5+ years’ experience in online sales, customer care, or retail sales environments
• Prior experience coaching, mentoring, or leading frontline teams
• Proven ability to deliver against revenue and performance targets
• Comfortable working with CRM systems, chat/call tools, and performance data

Skills & Competencies

• Strong coaching and feedback skills, balancing empathy with accountability
• Excellent communication and interpersonal skills
• High attention to detail and strong process discipline
• Confident decision-making and sound judgement
• Strong passion for customer experience and team development

Culture & Expectations

• Brings energy, ownership, and enthusiasm to the team
• Role-models the INSPIRE culture principles
• Works collaboratively across teams and earns trust through consistency and fairness