Customer Support Associate

Customer Support Jobs, Zeno Jobs. Responsible for handling customer enquiries through phone, WhatsApp, email, in-app, and in-person channels, resolving issues related to electric motorcycles, educating customers, tracking support requests, gathering feedback, and supporting customer events across Kenya. Requires a Diploma or Bachelor’s degree in Business, Customer Service, Communications, or a related field, with 1–3 years’ customer support experience. The position is based in Nairobi and requires flexibility for travel across Kenya.

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.

Key Responsibilities

• 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.

Qualifications

• 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.

How to Apply

Click here to apply