{"id":1920039,"url":"https://alion.io/job/zeno-customer-support-associate","title":"Customer Support Associate","company":{"id":2573297,"name":"ZENO","domain":"zeno.earth","url":"https://alion.io/company/zeno-earth","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Nairobi, Kenya"],"countries":["KE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1641},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-09-23T10:36:00Z","employer_posted_date":null,"last_verified_at":"2026-09-23T10:36:00Z","board_verified":false,"closed_at":null,"days_open":19,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":19},"description":"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.\n\nThe Role\n\nZeno 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.\n\nYou 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.\n\nKey Responsibilities\n\nCustomer 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.\n\nIssue 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.\n\nCustomer 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.\n\nCustomer Education & Enablement: Educate customers on Zeno products, services, safety practices, and best-use guidelines to maximize value, adoption, and satisfaction across the customer lifecycle.\n\nOperational 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.\n\nProcess Improvement & Insights: Identify recurring customer issues, capture customer feedback, and provide actionable insights to improve products, processes, systems, and customer communications.\n\nPerformance 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.\n\nField & 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.\n\nQualifications\n\nDiploma or bachelor’s degree in business, Customer Service, Communications, or a related field.\n\n1–3 years of experience in customer care, customer support, call center, fintech, mobility, or tech-enabled services.\n\nStrong communication skills in English and Swahili (additional local languages are an advantage).\n\nHigh empathy, patience, and ability to handle customers professionally under pressure.\n\nStrong problem-solving skills with attention to detail and follow-through.\n\nComfortable using digital tools such as CRMs, ticketing systems, mobile apps, and Google Workspace.\n\nWillingness to work flexible shifts and travel across Kenya when needed.\n\nPassion for sustainability, innovation, and customer-centric service.\n\nHow to Apply\n\nClick here to 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