About this role
Delivery & Onboarding Associate
- The Role
- Zeno is seeking a hands-on, customer-focused Delivery & Onboarding Associate to lead rider onboarding and bike deliveries in Kenya. This role is critical to giving new customers a smooth first experience with Zeno, from registration through to their first weeks on the road, particularly within Kenya’s boda boda communities. You will take ownership of the end-to-end onboarding and delivery experience, run handover and training sessions independently, coach and support interns and junior team members, and represent Zeno’s mission with patience and authenticity.
What You'll Do
- Customer Onboarding: Own the rider onboarding process ends to end, from registration and orientation to vehicle delivery and practical training.
- Instruction & Training: Independently train riders on how to operate the Zeno Emara motorcycle, swap batteries, use key features, and follow best practices for safety and performance.
- Efficient Handover: Run quick, structured onboarding sessions that allow customers to confidently start riding within a few hours and ensure a consistently high standard across sessions.
- Delivery Management: Plan, coordinate, and carry out bike deliveries across Nairobi and other regions of Kenya, ensuring documentation, vehicle registration paperwork, inspections, and rider readiness checks are completed accurately.
- Process Ownership: Follow and enforce onboarding and delivery SOPs to ensure consistency, speed, and quality; identify gaps and lead improvements to processes and training materials.
- Customer Support: Provide first-line technical and operational support to riders during their first weeks of use, resolving issues where possible and escalating to the right team with clear context.
- Feedback & Insights: Gather customer feedback, track onboarding metrics (such as time to handover, rider readiness, and early-issue rates), and share insights and recommendations with the Sales and Ops Manager.
- Mentorship: Guide, coach, and support onboarding interns and junior team members, helping them build confidence and follow best practice.
- Collaboration: Work closely with the Operations, Service, and Customer Success teams to ensure seamless communication and execution.
- Community Building: Build trusted relationships with riders, boda boda associations, and SACCOs, representing Zeno’s mission and culture with enthusiasm.
What You'll Bring
- A diploma or degree in Business, Customer Service, Mechanical/Automotive Engineering, or a related field.
- 2–3 years of experience in technical support, field service, or customer onboarding roles within the automotive, motorcycle, or EV sectors.
- Strong interpersonal and communication skills, with the patience to explain things clearly to riders of all backgrounds, especially within boda boda communities. Fluency in English and Swahili is required.
- Attention to detail when handling documentation, inspections, and records.
- Ability to work independently, manage time effectively, prioritise across multiple deliveries, and adapt to changing priorities.
- Strong problem-solving skills with a proactive, can-do attitude and a sense of ownership.
- Ability to coach and support junior colleagues; prior experience mentoring or supervising interns or riders is an advantage.
- Comfort with mobile apps and basic reporting, and familiarity with mobile-money payments (e.g., M-Pesa).
- Willingness to travel regularly across Kenya, including rural and peri-urban areas.
- Must hold a valid Kenyan driving licence with a motorcycle (Class A) endorsement and be a confident, experienced rider, with solid technical knowledge of motorcycles or EVs.
Benefits
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Competitive monthly salary, plus statutory benefits in line with Kenyan law
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Lunch while on duty
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Clear opportunities for growth within a fast-scaling company
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Join a world-class team of engineers, operators, and entrepreneurs from across the globe who are part of the inevitable trillion-dollar transition of two-wheelers to electric!
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