Vacancy title:
Customer Onboarding Associate

[Type: FULL_TIME, Industry: Finance, Category: Science & Engineering]

Jobs at:
Flexi-Personnel

Deadline of this Job:
Wednesday, August 20 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Friday, August 8 2025, Base Salary: Not Disclosed

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JOB DETAILS:

The incumbent’s mission is to ensure a smooth, confident, and successful onboarding experience for every new customer, helping them understand and embrace the battery swapping platform. They will conduct on-ground demonstrations, provide training, assist with documentation, resolve operational issues, and work closely with internal teams to enable seamless activations. The individual’s work will directly impact adoption, retention, and satisfaction among early users—driving both trust and rapid growth in the market.

KEY RESPONSIBILITIES

• Collaborate with various internal teams and local partners to ensure smooth onboarding of the new customers including individual owners, fleet partners, fleet drivers, etc.
• Conduct rider and fleet training sessions on battery-swapping usage, safety, app functionality, and service procedures.
• Deliver live product demos and onboarding sessions in the field—at hubs, partner locations, or fleet offices.
• Support the customer in the onboarding documentation, registration, smart network onboarding, and account activation.
• Coordinate with various troubleshoot and resolve technical issues encountered during early usage with support from field and engineering teams.
• Ensure customer comfort and confidence during onboarding them to the company’s batteries, stations and swap process; monitor early usage and guide riders as needed.
• Collaborate with OEM partners, fleet managers, and internal teams to align onboarding with deployment timelines.
• Collect user feedback and insights to improve onboarding flows and inform product enhancements.
• Maintain detailed records of activations, issues, and follow-ups, report key metrics regularly.
• Champion user success and act as a bridge between customer needs and internal operations.

EDUCATIONAL QUALIFICATIONS & EXPERIENCE.

• Bachelor's degree or Diploma in Automobile Engineering, Mechanical Engineering, or a related field.
• 4+ years of experience in customer onboarding, field service, EV operations, or customer-facing technical roles.
• Prior experience working with riders, drivers, mechanics, or fleet operators is a strong advantage.
• Familiarity with EVs, battery tech, or 2W/3W vehicle systems is highly desirable.
• Demonstrated ability to manage field activations and train users on technical products.

KEY SKILLS & ATTRIBUTES

• Strong communication and teaching skills—able to simplify technical concepts for diverse users.
• Hands-on, field-oriented mindset with high attention to detail and customer empathy.
• Quick problem-solving ability with a “get-it-done” attitude.
• Self-driven and highly accountable—comfortable with ambiguity in a startup environment.
• Collaborative and adaptable; able to work across teams, locations, and partner ecosystems.
• Passionate about clean mobility and enabling sustainable impact through technology.

Work Hours: 8

Experience in Months: 48

Level of Education: bachelor degree

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