Location: NairobiStart Date: ASAPAbout ZenoAn unprecedented energy transition has begun. To meet 2040 net zero goals, over 2 billion electric two-wheelers (motorcycles) must be sold and $11 trillion in fuel consumption must be replaced. Zeno is building a tech platform to electrify this two-wheeler market, currently responsible for more than 4% of the world’s GHG emissions. Our mission is to accelerate the energy transition and democratize the benefits across Africa, India, and Latin America. With a focus on East Africa as a starting point, Zeno is building a new energy ecosystem with ground-up development of a fundamentally better electric motorcycle and associated battery swap network to drive a better experience for our customers.We are looking for audacious, creative, and committed people to join us on this important mission. You will be joining a bold team consisting of leading engineers, operators, and entrepreneurs hailing from companies that include Tesla, Apple, Google, SRAM, Ola Electric, Dott, LiveWire, Lucid, Bolt, Microsoft, SafeBoda, Sun Mobility, among many others. Zeno has just closed its seed round with Lowercarbon, Silicon Valley’s leading climate tech venture fund, Toyota Ventures, the VC of the world’s largest automotive company, and 4DX Ventures, a leading early-stage investor in Africa.The RoleZeno 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 DoCustomer 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!