Customer Support Associate – Nairobi

About the role

Zeno is seeking a Customer Support Associate to be the frontline ambassador for its electric motorcycle brand. Based in Nairobi, you will handle enquiries across multiple channels, resolve issues quickly, and ensure riders feel supported throughout their journey.

Key responsibilities

• Serve as the first point of contact via phone, WhatsApp, email, in‑app chat and in‑person, addressing queries about motorcycles, battery swaps, payments and app usage.
• Diagnose issues, escalate complex cases to technical, operations, finance or field teams, and follow through to closure.
• Log and track all interactions in the CRM and ticketing system, meeting SLA targets.
• Educate customers on product safety, usage best practices and Zeno services.
• Collect feedback, identify recurring problems and provide insights for product and process improvements.
• Support on‑ground events, trainings and community engagements across Kenya.

Required profile

• Diploma or Bachelor’s degree in Business, Customer Service, Communications or a related field.
• 1–3 years of experience in customer care, call centre, fintech, mobility or tech‑enabled services.
• Fluent in English and Swahili; additional local languages are a plus.
• High empathy, patience and ability to remain professional under pressure.
• Strong problem‑solving skills with attention to detail and follow‑through.
• Willingness to work flexible shifts and travel across Kenya when needed.
• Passion for sustainability, innovation and customer‑centric service.

Required skills

• Experience using CRM platforms.
• Proficiency with ticketing systems.
• Comfort with mobile applications.
• Google Workspace (Docs, Sheets, Slides, Gmail).