Mazi Limited

Job Title: Rider Operations Technician II

Department: Operations

Location: Nairobi, Kenya

Reports to: Operations Lead

Job Type: Full-time

Salary: Ksh 25,000

About Mazi:

Mazi Mobility is an electric mobility start-up at the forefront of revolutionizing transportation in Africa. We specialize in the development of cutting-edge swapping station infrastructure for convenient and eco-friendly charging. Our goal is to serve e-mobility operators with reliable and affordable on-demand energy, as we drive the transformation of current mass transport systems to a smart, efficient, clean and shared form of mobility.

Scope Overview:

The Rider Operations Technician will be responsible for managing and supporting riders under the ride-to-own and fleet management models. This role involves maintaining electric bikes, ensuring riders meet performance metrics, providing technical support, and fostering strong relationships with the riders to ensure smooth operations.

Key responsibilities:

1.   Rider management:

• Oversee and manage riders participating in the ride-to-own and fleet management models.

• Ensure riders meet daily and monthly performance metrics and provide support to improve their performance.

• Conduct regular check-ins with riders to address any concerns or issues.

2.   Technical support:

• Ensure that all bikes and swapping stations are operational and their uptime is not compromised.

• Troubleshoot and resolve technical issues reported by riders.

• Maintain a log of all maintenance and repair activities.

3.   Training and onboarding:

• Conduct training sessions for new riders on bike operation, maintenance, and safety protocols.

• Provide ongoing training and support to ensure riders are knowledgeable and compliant with company standards.

4.   Performance monitoring:

• Track and analyze rider performance data to identify trends and areas for improvement.

• Implement strategies to enhance rider productivity and efficiency.

• Provide regular performance reports to the Operations Lead.

5.   Customer service:

• Serve as the primary point of contact for riders, addressing their inquiries and resolving issues promptly.

• Foster a positive and supportive relationship with riders to ensure high levels of satisfaction and retention.

6.   Administrative support:

• Assist in maintaining accurate records of rider agreements, performance metrics, and maintenance activities.

• Coordinate with the finance team to ensure timely payment collections from ride-to-own riders.

• Support the recruitment and onboarding process for new riders.

Qualifications:

1.  Education:

• High school diploma or equivalent; technical certification in automotive or electric bike maintenance.

2.  Experience:

• Minimum of 2 years of experience in a technical support or maintenance role, preferably within the automotive or electric vehicle industry.

• Experience in managing or supervising a team is an advantage.

3.  Skills:

• Proficiency in electric bike maintenance and repair.

• Strong technical troubleshooting skills.

• Excellent communication and interpersonal skills.

• Strong organizational and multitasking abilities.

• Proficiency in Google Suite and data management software.

4.  Personal attributes:

• Problem-solving mindset and attention to detail.

• Ability to work independently and as part of a team.

• Positive attitude and strong work ethic.

• Customer-focused with a commitment to providing excellent service.

How to Apply:

Interested candidates should send their resume and a cover letter outlining their qualifications and experience to people@mazimobility.com. Applications will be reviewed on a rolling basis.

Mazi is an equal-opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.