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
Competitive monthly salary, plus statutory benefits in line with Kenyan law
Lunch while on duty
Clear opportunities for growth within a fast-scaling company
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!