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.
Lead People Strategy: Develop and execute Zeno’s People strategy across in Kenya focusing on recruitment, performance, compensation, learning, and culture.
Talent Acquisition: Build and manage scalable hiring systems to attract high-performing candidates across engineering, operations, field, and customer-facing teams.
Culture & Engagement: Foster an inclusive, high-performance culture that reflects Zeno’s mission and values — ensuring engagement, belonging, and growth at every level.
Performance & Development: Design and implement performance management frameworks, leadership training, and career progression systems.
People Operations: Oversee HR operations, compliance, contracts, and payroll with precision and consistency.
Organizational Design: Partner with the leadership team to design structure and roles that support scale across Kenya and future markets.
Leadership Partner: Serve as a trusted advisor to the founders and leadership team on people decisions, team health, and organizational priorities.
Employer Brand: Build Zeno’s reputation as a top employer in Africa’s EV sector through community, storytelling, and recognition initiatives.
What You Bring.
5+ years of experience in People Operations, HR, with at least 2 years in a leadership or head-of function role.
Proven ability to design and scale people systems in high-growth, fast-paced organizations.
Deep understanding of employment law, HR compliance, and best practices in Kenya (and ideally wider East Africa).
Strategic thinker with hands-on execution ability — comfortable moving between board-level discussions and on-the-ground implementation.
Strong leadership and interpersonal skills, with the ability to inspire and influence diverse teams.
Passion for people, purpose, and the future of clean mobility.
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