The Role

Zeno is seeking a highly organized, detail-oriented Network Operations Senior Associate to monitor and support the performance of our energy network across Kenya. This role sits at the intersection of data, operations, and customer support — ensuring our battery swap and charging network runs reliably while delivering a best-in-class customer experience.

You will be responsible for real-time monitoring of network health, responding to customer issues (inbound and outbound), and structuring feedback loops from the field to drive continuous improvement. This role is critical to maintaining uptime, identifying issues early, and ensuring our customers can always rely on Zeno’s energy network.

What You’ll Do:

Network Monitoring & Data Operations

• Monitor live network performance across swap stations and charging infrastructure (availability, uptime, SoC, throughput).
• Track and analyze key operational metrics (e.g. red/amber/green states, swap success rates, downtime).
• Build and maintain dashboards and reporting tools to surface insights and enable rapid decision-making.
• Identify patterns, anomalies, and recurring issues, and escalate proactively to relevant teams.

Customer Support (Inbound & Outbound)

• Handle inbound customer queries related to energy access, swapping, charging, and network issues.
• Proactively reach out to customers affected by outages or poor experiences to resolve issues quickly.
• Coordinate with field teams to ensure rapid resolution of on-ground issues.
• Deliver a high-quality, responsive support experience for Zeno riders.

Feedback & Issue Management

• Organize and structure all inbound feedback from customers, field teams, and partners.
• Categorize and track issues (technical, operational, customer experience) to ensure clear visibility.
• Maintain a centralized log of issues and resolutions to improve institutional knowledge.
• Work closely with product, engineering, and operations teams to close feedback loops and improve systems.

Operational Coordination

• Support daily operations of the energy network by coordinating across infra, service, and customer teams.
• Help ensure network SLAs are met (availability, uptime, restoration times).
• Assist in incident management and communication during outages or disruptions.

What You Bring:

• 2–5 years of experience in operations, network monitoring, customer support, or data-driven roles.
• Strong analytical mindset with comfort working with data, dashboards, and operational metrics.
• Extremely organized with the ability to track multiple issues, workflows, and stakeholders simultaneously.
• Excellent communication skills — able to interact with customers, field teams, and internal stakeholders clearly and effectively.
• High ownership and responsiveness — you move quickly and follow through on issues end-to-end.
• Deep experience with tools such as Excel/Google Sheets, dashboards, CRMs, or ticketing systems is a plus.
• Comfort working in a fast-paced, field-heavy environment with real-time problem solving.

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!

• Monitor live network performance across swap stations and charging infrastructure (availability, uptime, SoC, throughput).
• Track and analyze key operational metrics (e.g. red/amber/green states, swap success rates, downtime).
• Build and maintain dashboards and reporting tools to surface insights and enable rapid decision-making.
• Identify patterns, anomalies, and recurring issues, and escalate proactively to relevant teams.
• Handle inbound customer queries related to energy access, swapping, charging, and network issues.
• Proactively reach out to customers affected by outages or poor experiences to resolve issues quickly.
• Coordinate with field teams to ensure rapid resolution of on-ground issues.
• Deliver a high-quality, responsive support experience for Zeno riders.
• Organize and structure all inbound feedback from customers, field teams, and partners.
• Categorize and track issues (technical, operational, customer experience) to ensure clear visibility.
• Maintain a centralized log of issues and resolutions to improve institutional knowledge.
• Work closely with product, engineering, and operations teams to close feedback loops and improve systems.
• Support daily operations of the energy network by coordinating across infra, service, and customer teams.
• Help ensure network SLAs are met (availability, uptime, restoration times).
• Assist in incident management and communication during outages or disruptions.

• Strong analytical mindset
• Comfort working with data, dashboards, and operational metrics
• Extremely organized
• Ability to track multiple issues, workflows, and stakeholders simultaneously
• Excellent communication skills
• High ownership and responsiveness
• Deep experience with tools such as Excel/Google Sheets, dashboards, CRMs, or ticketing systems is a plus
• Comfort working in a fast-paced, field-heavy environment with real-time problem solving

• 2–5 years of experience in operations, network monitoring, customer support, or data-driven roles.