Z
Zeno
Customer Support Associate at Zeno
KenyaFull TimeMid-Senior Level
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Zeno
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The Role
Zeno is looking for a Customer Care Agent to be the frontline ambassador of our brand and a trusted partner to our riders and customers. This role is critical in delivering a seamless customer experience across our electric motorcycles, battery swap network, and digital platforms.
You will be responsible for handling customer inquiries, resolving issues efficiently, and ensuring customers feel supported, informed, and valued at every interaction. This role combines empathy, problem-solving, and operational discipline in a fast-paced startup environment.
What You'll Do
Customer Support & Issue Resolution: Serve as the first point of contact for customers across phone, WhatsApp, email, in-app, and in-person interactions, resolving inquiries related to motorcycles, battery swaps, payments, accounts, and app usage while ensuring timely and accurate resolution.
Issue Diagnosis & Escalation: Diagnose customer issues efficiently, escalate complex cases to the appropriate technical, operations, finance, or field teams, and follow through end-to-end to ensure closure and customer satisfaction.
Customer Experience Excellence: Deliver a consistently professional, friendly, and solutions-oriented customer experience that reinforces trust in the Zeno brand and builds long-term customer loyalty.
Customer Education & Enablement: Educate customers on Zeno products, services, safety practices, and best-use guidelines to maximize value, adoption, and satisfaction across the customer lifecycle.
Operational Support & Coordination: Log, track, and manage customer issues using CRM and ticketing systems, ensuring accurate documentation, SLA adherence, and timely resolution through close cross-functional coordination.
Process Improvement & Insights: Identify recurring customer issues, capture customer feedback, and provide actionable insights to improve products, processes, systems, and customer communications.
Performance Tracking & Reporting: Maintain high service standards aligned to response time, resolution, and quality benchmarks, and contribute to regular customer support reporting on issue trends, resolution performance, and customer satisfaction.
Field & Community Engagement**:** Support on-ground customer engagements, trainings, and activation events when required, acting as a professional brand representative during rider interactions and community initiatives across Kenya.
What You Bring
Diploma or bachelor's degree in business, Customer Service, Communications, or a related field.
1–3 years of experience in customer care, customer support, call center, fintech, mobility, or tech-enabled services.
Strong communication skills in English and Swahili (additional local languages are an advantage).
High empathy, patience, and ability to handle customers professionally under pressure.
Strong problem-solving skills with attention to detail and follow-through.
Comfortable using digital tools such as CRMs, ticketing systems, mobile apps, and Google Workspace.
Willingness to work flexible shifts and travel across Kenya when needed.
Passion for sustainability, innovation, and customer-centric service.
Benefits
Competitive salary based on experience
Company sponsored healthcare plan.
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!