Job descriptions & requirements
ABOUT THE COMPANY
An 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 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.
JOB SUMMARY
About 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 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.About the RoleZeno is seeking a Head of Customer Success – East Africa to lead the design and scaling of our customer experience across Kenya, Uganda, and beyond. This role based in Kenya will ensure that every Zeno customer, fleet, and partner receives exceptional service — from onboarding and energy support to long-term engagement.The ideal candidate is customer-obsessed, data-driven, and operationally strong. You’ll build and lead a regional team managing inbound and outbound communications, field operations, and customer care programs. You’ll define metrics that track satisfaction, retention, and energy usage, ensuring that every customer stays charged — and loyal — to the Zeno platform.
RESPONSIBILITIES
What You’ll Do:Lead Customer Success Strategy: Develop and execute Zeno’s customer success roadmap across East Africa, aligning with company growth and energy delivery goals.Team Leadership: Build and lead high-performing teams across support, operations, and community management to deliver world-class service.Customer Engagement: Oversee proactive communication with riders and partners, ensuring education on energy usage, maintenance, and product care.NPS and Feedback: Design and monitor customer satisfaction systems (NPS, CSAT, churn metrics), turning insights into actionable improvements.Process & Systems: Implement CRM and support platforms to manage inquiries, issue resolution, and customer data tracking.Retention & Loyalty: Develop programs that increase daily energy usage, repeat swaps, and long-term engagement through incentives and Zeno Points.Training & Development: Build customer-facing training programs for onboarding new riders, swap operators, and fleet managers.Cross-Functional Collaboration: Partner with Product, Engineering, and Operations teams to close feedback loops and improve performance and reliability.Crisis Management: Lead communication during outages or service disruptions, maintaining trust and transparency with customers.Regional Oversight: Manage multi-country expansion of support systems, ensuring consistency and cultural relevance across markets.What You Bring:5+ years of experience in customer success, customer experience, or operations leadership (experience in EV, energy, fintech, or mobility sectors is a plus).Proven record of scaling customer-facing teams and systems across multiple markets or regions.Strong operational background with comfort in data analytics, customer metrics, and CRM tools.Exceptional communication and empathy skills, with the ability to translate customer needs into actionable strategies.Experience building and leading distributed or field-based teams.Strategic mindset paired with a bias for action — equally comfortable in the field or in the boardroom.Bachelor’s degree in Business, Operations, or a related field (advanced degree preferred).Passion for sustainability, mobility, and improving lives through technology.Benefits:Competitive salary based on experienceCompany sponsored healthcare planJoin 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!
REQUIRED SKILLS
Customer support, CRM systems, Key performance indicators, Quality management, Operative planning, Conflict and crisis management, Field management
REQUIRED EDUCATION
Bachelor's degree
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