Job Title: Customer Success Manager
Organisation: Zembo Motorcycles
Duty Station: Kampala, Uganda
About Organisation:
Zembo Motorcycles SMC Limited is leading the African transition to electric mobility. Based in Kampala, Uganda, we provide affordable (PayGo) electric two-wheelers to low-income motorcycle-taxi drivers, most known locally as “boda-boda ”drivers. We offer a battery swapping service to our clients, enabling to swap within minutes at any of our stations.
Job Summary: 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.
Key Duties and 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.
Qualifications, Skills and Experience:
- 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
Why Zembo
- At Zembo, we are redefining 2-wheel mobility commerce in Africa with a mission-driven, client-focused, and technology-powered approach. Hereʼs why youʼll love working with us:
- Impactful Mission: Empower thousands of motorcycle businesses by delivering solutions rooted in Ease, Value, Transparency, and Integrity.
- Client-Centric Focus: Put clients at the heart of everything we do, ensuring they succeed with safe, affordable, and high-quality products.
- Culture of Excellence: Work with a team that values craftsmanship, continuous learning, and delivering top-notch results.
- Innovative Environment: Tackle challenges creatively and contribute to solutions that shape the future of mobility.
- Collaborative Team: Join a humble, diverse, and inclusive team where every voice is valued, and success is shared.
- Resilient Leadership: Work with leaders who inspire, empower, and guide teams to achieve bold goals
Zembo Electric Motorcycles SMC Ltd offers a fun, supportive work environment and opportunities for continued professional growth within a fast-growing global enterprise. It is an Equal Opportunity and considers all applicants regardless of race, colour, religion, sex, marital status, sexual orientation, national origin, HIV/Aids, disability, or any other protected characteristic as established by law.
How to Apply:
All candidates should apply online at the link below.
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