pawaTech Services Limited today announced that it will cease operations at its Rwanda Central Services hub effective 20 May 2026. This decision is part of a broader technological transition in how the company delivers service across Africa.

“Over two years ago we established a centralised Customer Services hub in Rwanda to deliver consistent, high-quality, multi-lingual support across our markets” said pawaTech Director of Operations, Sven Niidu. “The hub model served us well, but rapid advances in AI-driven quality control, Agentic AI and robust digital playbooks now enable us to deliver even higher standard services from multiple locations without relying on a single centralised location”

pawaTech is transitioning to a decentralised, locally responsive model by strengthening local licenceholder offices across 15 Countries in Africa. This ensures Customer service teams under licenceholders will continue to expand, creating more local jobs. Their services will be significantly enhanced by pawaTech’s advanced AI-powered technology.

This shift brings important benefits, including greater operational resilience by spreading services across multiple locations, improved scalability to better match market demand, more locally responsive & localised service tailored to each market, and enhanced service quality through real-time AI quality assurance and seamless digital collaboration tools.

pawaTech thanks the Rwanda team for their dedication, professionalism and outstanding contribution.

pawaTech also extends its sincere gratitude to the Rwanda Development Board for their valuable support and guidance throughout its operations in Rwanda.

“While this has been a difficult decision, we are confident and positive about the next chapter” the Director of Operations added. “As a technology company, we fully embrace this evolution in how we support our clients across the continent”.

pawaTech remains committed to delivering world-class customer experiences.