Delivery & Onboarding Associate at Zeno

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

• 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!