JOB PURPOSE

The incumbent will be the first point of contact for addressing technical and operational concerns raised by users. They will support internal teams to ensure smooth onboarding, day-to-day operations, and sustained satisfaction for both individual and enterprise customers. The individual’s attention to detail, responsiveness, and ability to calmly troubleshoot issues will be critical in shaping the user experience during  the early launch phase.

KEY ROLES & RESPONSIBILITIES

• Handle all inbound queries and concerns from riders, drivers, and fleet operators via phone, chat, email, or other channels.
• Provide real-time technical support and guidance for battery swapping, app issues, charging station access, or payment errors.
• Proactively follow up on unresolved cases to ensure closure and maintain user satisfaction.
• Escalate complex or recurring issues to operations, engineering, or product teams as needed.
• Coordinate with field teams to dispatch assistance in case of rider or station-related breakdowns.
• Maintain comprehensive logs of interactions, complaints, and resolutions using CRM or support tools.
• Contribute to knowledge base documentation and FAQs to improve self-service support.
• Support onboarding teams by resolving queries related to account setup, documentation, and system access.
• Analyze trends in queries and complaints to suggest improvements in product, process, or communication.

EDUCATIONAL QUALIFICATIONS & EXPERIENCE

• Bachelor's degree or Diploma in business administration, information technology or equivalent.
• Minimum 5 years of experience in customer support, technical service desk, or helpdesk operations.
• Background in IT, systems support, or technical troubleshooting preferred.
• Prior experience in supporting hardware/software products or services, ideally in mobility, EV, or B2B platforms.
• Experience handling customer interactions across multiple platforms chat, voice, email, ticketing tools.
• Exposure to startup environments or new market launches will be an added advantage.
• Excellent communication skills - must be fluent in both English and Swahili.

KEY SKILLS & ATTRIBUTES

• Excellent written and verbal communication in English and Swahili.
• Strong customer empathy, active listening, and conflict-resolution abilities.
• Technical troubleshooting mindset with a basic understanding of mobile apps/hardware workflows.
• Organized and detail-oriented; capable of managing multiple tickets or issues concurrently.
• Calm and composed under pressure; can respond constructively in real-time customer scenarios.
• High accountability and ownership—committed to providing timely, high-quality support.
• Familiarity with CRM systems, support platforms e.g., Freshdesk, Zendesk, and ticket management tools is a plus.