Network Operations Specialist at Zeno

The Role

• Zeno is looking for a driven Network Operations Specialist to be the frontline for riders who depend on our battery swap network every day. When a driver hits a swapping or charging issue, you're the person who gets them moving again — fast. You'll respond to inbound queries across phone, WhatsApp, and in-app chat, troubleshoot remotely, and coordinate with our field and product engineering teams to resolve issues at the root.
• This is the first hire of its kind at Zeno, so you won't just be answering tickets—you'll help shape how our network operations support function works as we scale. You'll report to the Network Operations Lead and work closely with field technicians and our product engineering team.
• Our riders make their living on the road. Every minute a driver is stranded is income lost, so this role calls for genuine urgency, ownership, and care.

Key Responsibilities

Rapid Response & Customer Satisfaction

• Provide technical support to customers to get them back on the road quickly.
• Make sure no driver is left standing still due to network-related issues—drive every case to resolution.
• Keep customers informed with clear, timely updates until their issue is fully resolved.

Remote Troubleshooting & Triage

• Diagnose battery swap hardware and software issues remotely, working methodically to identify root causes.
• Triage and escalate cases that need hands-on attention—coordinating field technicians through our Deployment team and relaying feedback back to customers.
• Escalate fundamental product issues to our product engineering team and follow through until resolved.

Process & Continuous Improvement

• Help build and refine support processes, playbooks, and SLAs from the ground up.
• Keep accurate records of issues, resolutions, and recurring patterns.
• Surface trends and recommend improvements to reduce repeat issues and improve network reliability.

Requirements

• A strong service mindset and the drive to keep our growing customer base happy—someone who goes above and beyond and won't stop until every rider is back on the road.
• Ability to work methodically and follow process to root-cause issues.
• Strong coordination skills to drive results with partner teams (field and product), plus solid admin and record-keeping so we can analyze and improve.
• Fluency in English and Swahili.
• Comfort with technical troubleshooting and support and monitoring tools — you can get to the bottom of a hardware or software problem, explain it clearly and document for follow-up.
• Willingness to work flexible hours, including evening rush periods (centered around 6pm) when demand peaks. Over time, this role may move to shift-based coverage.

Qualifications

• 1+ years in customer support, technical support, or a technically-oriented operations role—or a strong technical background with the customer instinct to match.
• An academic engineering background is a plus. We're open to fairly junior candidates with the right drive.
• Comfort learning technical systems quickly—battery swap hardware, mobile app, and backend tools.
• Strong problem-solving skills and attention to detail.
• Clear, empathetic communication under pressure.

Benefits

• Competitive salary.
• Company-sponsored healthcare.
• Work with an international team driving a trillion-dollar shift to clean transport.