JOB DETAILS:

We are Zembo, the start-up paving the way to the e-mobility revolution in Africa. Zembo sells electric motorcycle taxis and offers a battery swap service via a network of stations.  After six years of operation, Zembo is the most experienced African provider of electric motorcycles and battery swaps on the continent. We are scaling up in Uganda, providing an affordable and environmentally responsible mobility solution.

About the Role

We’re hiring a Customer Success Manager to build Zembo’s customer experience from the ground up. This isn’t a maintenance role—it’s a design role. You’ll architect how customers interact with Zembo: what happens when they call, when they break down, when they’re unhappy, when they need help, and when they succeed.

You will define the systems, SOPs, escalation paths, feedback loops, and performance standards that bring our customer promise to life. You’ll work closely with teams across Garage, Credit, and Swap Ops to remove friction, close loops, and deliver experiences customers want to come back to.

Responsibilities

• • Define Zembo’s customer success philosophy, playbook, and performance expectations
  • Design and implement a scalable  ticketing system with clear workflows, SLAs, and escalation protocols
  • Create SOPs for common customer touchpoints—repair requests, payment issues, breakdowns, swap failures, and more
  • Establish direct, fast-moving collaboration channels between Customer Success and Garage, Credit, and Swap Ops
  • Identify recurring bottlenecks and use critical thinking to map, simplify, test, and automate solutions
  • Set up a structured feedback loop to capture, analyze, and act on customer insights
  • Lead implementation of service improvement plans across all customer channels (in-person, phone, app, field)
  • You’ll be responsible for defining and introducing a data-driven performance framework for Customer Success.

Requirements

• 5+ years in Customer Success, Support, or Operations roles—ideally in fast-paced, customer-facing startups
• Proven ability to design and implement service systems, SOPs, and feedback loops
  Strong grasp of customer support tools ( ticketing systems,  CRMs, knowledge bases)
• Thinks in systems, acts on data, and thrives in ambiguity
• Comfortable working cross-functionally with technical and field-based teams
• Bonus: Experience in electric mobility, fintech, energy, or infrastructure startups in emerging markets