Essential Job Details

• Position Title: Customer Support Executive
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Number of Vacancies: 1
• Salary: Confidential
• Category/Department: Customer Service
• Reporting To: Customer Success Manager or Designated Supervisor
• Application Deadline: 20th August 2025
• Reference Number: 746

Introduction

The Customer Support Executive role in Nairobi presents a transformative career opportunity for Kenyan professionals passionate about delivering exceptional customer experiences in the clean mobility sector. This pivotal position with SUN Mobility, a global leader in battery swapping technology, is designed for individuals eager to serve as the first point of contact for riders and fleet partners, addressing technical and operational queries with professionalism and empathy. Based in Nairobi, the Customer Support Executive will play a critical role in ensuring customer satisfaction and driving electric vehicle (EV) adoption in Kenya’s emerging market. Ideal for those with a customer-centric mindset and a commitment to sustainable urban transportation, this job vacancy offers a unique chance to contribute to a greener future while advancing your career in a mission-driven startup environment.

About SUN Mobility

SUN Mobility is a global pioneer in battery swapping technology, revolutionizing urban transportation through innovative electric mobility solutions. Headquartered in India, the company operates the world’s largest battery-swapping network, facilitating over 500,000 swaps monthly. Backed by prestigious investors such as Bosch, Vitol, Indian Oil Corporation (IOCL), and Helios Climate, SUN Mobility empowers commercial EV fleets to scale efficiently and sustainably. Their interoperable technology makes EV adoption faster, cheaper, and more accessible, addressing key barriers to clean mobility. As SUN Mobility launches in Kenya, their first African market, they seek a Customer Support Executive to drive customer success and market growth. Joining SUN Mobility offers a rare opportunity to shape Kenya’s sustainable transportation future at an early stage.

Key Responsibilities

The Customer Support Executive will manage and resolve customer queries, ensuring seamless operations and high satisfaction. Key duties include:

• Handle all inbound queries and concerns from riders, drivers, and fleet operators via phone, chat, email, or other channels.
• Provide real-time technical support for battery swapping, app issues, charging station access, or payment errors.
• Proactively follow up on unresolved cases to ensure timely closure and maintain user satisfaction.
• Escalate complex or recurring issues to operations, engineering, or product teams as needed.
• Coordinate with field teams to dispatch assistance for rider or station-related breakdowns.
• Maintain comprehensive logs of interactions, complaints, and resolutions using CRM or support tools.
• Contribute to knowledge base documentation and FAQs to enhance self-service support options.
• Support onboarding teams by resolving queries related to account setup, documentation, and system access.
• Analyze trends in queries and complaints to suggest improvements in product, process, or communication.
• Monitor customer satisfaction metrics to ensure high retention and positive experiences.
• Assist in training customers on app usage and battery swapping procedures to enhance user confidence.
• Resolve customer inquiries promptly, maintaining a high level of service quality.
• Collaborate with internal teams to ensure seamless customer experiences and operational efficiency.
• Promote SUN Mobility’s mission of clean mobility through customer interactions.
• Track customer feedback to identify opportunities for process optimization.
• Ensure compliance with company protocols during all customer interactions.

Qualifications and Skills

To succeed as a Customer Support Executive, candidates must meet the following requirements:

• Bachelor’s degree or Diploma in Business Administration, Information Technology, or equivalent from a recognized institution.
• Minimum of five years’ experience in customer support, technical service desk, or helpdesk operations.
• Background in IT, systems support, or technical troubleshooting is preferred.
• Prior experience supporting hardware/software products or services, ideally in mobility, EV, or B2B platforms.
• Experience handling customer interactions across multiple platforms, including chat, voice, email, and ticketing tools.
• Exposure to startup environments or new market launches is an added advantage.
• Excellent communication skills, with fluency in both English and Swahili for effective customer engagement.
• Strong customer empathy, with active listening and conflict-resolution abilities.
• Technical troubleshooting mindset, with a basic understanding of mobile apps and hardware workflows.
• Organized and detail-oriented, capable of managing multiple tickets or issues concurrently.
• Calm and composed under pressure, able to respond constructively in real-time customer scenarios.
• High accountability and ownership, committed to providing timely, high-quality support.
• Familiarity with CRM systems and support platforms (e.g., Freshdesk, Zendesk) is a plus.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint, for documentation and reporting.
• Passion for clean mobility and sustainable technology solutions.
• Adaptability to thrive in a fast-paced startup environment with evolving challenges.

Company Culture and Values

SUN Mobility fosters a dynamic, innovative, and collaborative work environment, driven by a shared passion for clean mobility and sustainability. As a global startup, the company values entrepreneurial spirit, adaptability, and accountability, empowering the Customer Support Executive to take initiative in a fast-paced setting. Employees benefit from continuous learning, cross-functional collaboration, and global exposure, working alongside teams in India and other markets. SUN Mobility is committed to diversity, inclusion, and environmental responsibility, creating opportunities for staff to grow while contributing to a greener future. The company’s flat hierarchy and problem-solving ethos make it an ideal workplace for self-starters eager to shape Kenya’s clean mobility landscape.

How to Apply

Apply now for the Customer Support Executive position. Candidates must submit the following documents online by 20th August 2025 through the following link: Apply for Customer Support Executive:

• Updated Curriculum Vitae (CV) highlighting relevant experience and achievements
• Cover letter detailing your interest in the Customer Support Executive role and alignment with SUN Mobility’s mission
• Copies of academic certificates and professional certifications
• Any relevant testimonials or recommendation letters

Send your application to the provided link, ensuring the subject line reads: Customer Support Executive (Ref: 746). SUN Mobility is an equal opportunity employer, and only shortlisted candidates will be contacted. Flexi Personnel does not charge candidates for job placement.

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Customer Support Executive, battery swapping technology jobs, EV customer service careers, Nairobi startup jobs, clean mobility vacancies

Why Pursue a Career as a Customer Support Executive with SUN Mobility?

The Customer Support Executive role at SUN Mobility offers a unique opportunity to shape Kenya’s clean mobility revolution by delivering exceptional customer service. As the company launches its first African market, the Customer Support Executive will be the first point of contact for riders and fleet partners, ensuring their queries are resolved promptly and professionally. This position is ideal for professionals passionate about customer satisfaction, sustainable technology, and working in a dynamic startup environment. With global backing from industry leaders like Bosch and Vitol, SUN Mobility provides a platform for significant career growth and impact in a high-demand sector.

The Role of Customer Support in EV Adoption

The Customer Support Executive plays a critical role in driving EV adoption by ensuring seamless customer experiences. Key contributions include:

• Resolving Queries: Addressing technical and operational issues to build customer confidence.
• Enhancing Satisfaction: Providing timely support to maintain high retention rates.
• Supporting Onboarding: Assisting with account setup and system access for new users.
• Driving Adoption: Promoting the benefits of battery swapping technology to encourage widespread use.

By delivering exceptional support, the Customer Support Executive will directly impact SUN Mobility’s success in Kenya’s emerging EV market.

The Impact of Battery Swapping Technology

Battery swapping technology is revolutionizing electric mobility by addressing key barriers to EV adoption. SUN Mobility’s interoperable system offers:

• Speed: Battery swaps take minutes, eliminating long charging times.
• Affordability: Reduces upfront costs for riders and fleet operators.
• Sustainability: Promotes clean energy, reducing carbon emissions in urban areas.
• Scalability: Supports large-scale commercial fleets with efficient infrastructure.

The Customer Support Executive will ensure customers fully leverage this technology, driving adoption and satisfaction in Kenya.

Kenya’s Emerging EV Market

Kenya is poised to become a leader in electric mobility in Africa, driven by several key factors:

• Urban Demand: Growing need for sustainable transport solutions in cities like Nairobi.
• Government Support: Policies and incentives promoting clean energy and EV infrastructure.
• Private Sector Investment: Increasing interest in EV technology from global and local investors.
• Environmental Awareness: Rising demand for eco-friendly alternatives to fossil fuels.

The Customer Support Executive will leverage these trends to provide exceptional support and drive market growth for SUN Mobility.

Skills for Success

To excel as a Customer Support Executive, candidates must demonstrate:

• Communication and Empathy: Engage customers with active listening and conflict-resolution skills in English and Swahili.
• Technical Troubleshooting: Resolve issues related to apps, battery swapping, or station access.
• Organization: Manage multiple tickets and issues concurrently with high attention to detail.
• Calm Under Pressure: Respond constructively in real-time customer scenarios.
• Collaboration: Work effectively with internal teams and external partners to ensure seamless support.

These skills will enable the Customer Support Executive to deliver outstanding customer experiences and support EV adoption.

Career Growth Opportunities

The Customer Support Executive role offers significant potential for career advancement within SUN Mobility and the broader EV sector:

• Leadership Roles: Progress to Customer Success Manager, Operations Lead, or Technical Support Manager positions.
• Global Exposure: Collaborate with SUN Mobility’s teams in India and other international markets.
• Specialization: Focus on areas like EV operations, customer experience, or technical support.
• Industry Impact: Shape the future of clean mobility in Kenya and across Africa.

This position serves as a launchpad for professionals aiming to grow in the rapidly expanding electric mobility industry.

Challenges and Opportunities

The Customer Support Executive will navigate a unique set of challenges and opportunities:

• Challenges:
• Technical Issues: Resolving customer-facing technical challenges, such as app errors or station malfunctions.
• Diverse Audiences: Supporting users with varying levels of technical knowledge, from individual riders to fleet operators.
• Startup Dynamics: Operating in a fast-paced, ambiguous environment typical of a global startup.
• Opportunities:
• Customer Impact: Building trust and driving EV adoption among early users in Kenya.
• Market Growth: Contributing to SUN Mobility’s expansion in a high-potential market.
• Skill Development: Gaining expertise in EV operations, customer service, and technical support.

By addressing these challenges strategically, the Customer Support Executive can unlock significant opportunities to drive impact and advance their career.

Preparing for the Customer Support Executive Role

To stand out as a candidate for the Customer Support Executive position, consider the following preparation steps:

1. Tailor Your Application: Highlight relevant experience in customer support, technical service, or EV operations, emphasizing measurable achievements.
2. Craft a Compelling Cover Letter: Showcase your passion for clean mobility and your ability to deliver exceptional customer service.
3. Enhance Relevant Skills: Take online courses in customer service, technical troubleshooting, or CRM systems to strengthen your expertise.
4. Research the Market: Gain a deep understanding of Kenya’s mobility sector, EV trends, and SUN Mobility’s battery swapping technology.
5. Build Your Network: Connect with professionals in the electric mobility, customer service, or sustainability sectors to broaden your industry knowledge.

These steps will enhance your candidacy and prepare you for the demands of the Customer Support Executive role.

The Role of Technology in Customer Support

SUN Mobility leverages cutting-edge technology to enhance customer support, and the Customer Support Executive will utilize these tools to deliver exceptional experiences:

• Battery Swapping Stations: Enable rapid and efficient battery exchanges for 2W/3W vehicles, simplifying the user experience.
• Mobile Applications: Provide user-friendly interfaces for account management, swap tracking, and issue reporting.
• CRM Systems: Track customer interactions, manage tickets, and ensure timely resolutions (e.g., Freshdesk, Zendesk).
• Internet of Things (IoT) Integration: Ensure seamless battery tracking and system performance for reliable operations.

By leveraging these technologies, the Customer Support Executive will ensure efficient and effective support, driving customer satisfaction and retention.

Community Impact of Clean Mobility

SUN Mobility’s entry into Kenya will have a profound impact on local communities, and the Customer Support Executive will play a key role in these outcomes:

• Reducing Carbon Emissions: Promoting cleaner air in urban areas like Nairobi by facilitating EV adoption.
• Creating Economic Opportunities: Supporting jobs in customer service, operations, and technical support within the EV ecosystem.
• Enhancing Accessibility: Making EVs affordable and accessible for boda boda riders, small businesses, and fleet operators.
• Supporting Sustainable Development: Aligning with Kenya’s environmental and economic goals to foster a greener future.

Through effective customer support, the Customer Support Executive will drive these community benefits, contributing to sustainable urban transportation.

Why Nairobi for the Customer Support Executive Role?

Nairobi is an ideal location for the Customer Support Executive role due to its strategic and dynamic environment:

• Urban Hub Status: Nairobi is a growing market for electric mobility, with increasing demand for sustainable transport solutions.
• Innovation Ecosystem: The city hosts startups, NGOs, government agencies, and international organizations, fostering collaboration and innovation.
• Strategic Position: Nairobi serves as a gateway to East Africa’s mobility market, offering regional influence.
• Dynamic Environment: A vibrant, multicultural city that supports professional networking and community engagement.

This role positions the Customer Support Executive at the heart of Kenya’s clean mobility revolution, with opportunities to make a significant impact.

Tips for a Successful Application

To secure the Customer Support Executive position, candidates should follow these application tips to ensure a competitive edge:

• Apply Online Promptly: Submit your application by 20th August 2025 via Apply for Customer Support Executive.
• Highlight Relevant Achievements: Include measurable outcomes, such as successful query resolutions or customer satisfaction metrics.
• Tailor Your CV and Cover Letter: Align your application materials with SUN Mobility’s mission and the Customer Support Executive role requirements.
• Ensure Completeness: Submit all required documents, including CV, cover letter, certificates, and testimonials, to avoid disqualification.
• Avoid Payments: Never pay for any part of the recruitment process, as Flexi Personnel does not charge candidates for job placement.

A polished and timely application will position you as a top candidate for the Customer Support Executive role.

The Future of Clean Mobility in Kenya

Kenya’s clean mobility sector is poised for exponential growth, driven by several key trends that the Customer Support Executive will leverage:

• Increasing EV Adoption: Growing demand for two-wheeler (2W) and three-wheeler (3W) electric vehicles in urban and peri-urban areas.
• Government Incentives and Policies: Supportive regulations and incentives promoting clean energy and EV infrastructure development.
• Private Sector Investment: Rising interest from global and local investors in Kenya’s EV ecosystem, fueling innovation and growth.
• Environmental Awareness: Increasing public demand for eco-friendly transportation alternatives to reduce carbon footprints.

The Customer Support Executive will play a pivotal role in shaping this future, ensuring seamless customer experiences and driving SUN Mobility’s success in Kenya’s EV market.

The Global Impact of SUN Mobility

SUN Mobility’s mission extends beyond Kenya, contributing to global sustainability goals, and the Customer Support Executive will be part of this broader impact:

• Carbon Emission Reduction: Scaling EV adoption to reduce greenhouse gas emissions worldwide.
• Innovation Leadership: Pioneering battery swapping technology as a global standard for electric mobility.
• Economic Empowerment: Creating jobs and infrastructure in emerging markets like Kenya.
• Scalable Solutions: Enabling commercial fleets to adopt EVs efficiently across regions.

By ensuring customer satisfaction, the Customer Support Executive will contribute to these global outcomes, creating a lasting legacy in clean mobility.

Training and Development Opportunities at SUN Mobility

SUN Mobility is committed to supporting the professional growth of the Customer Support Executive through comprehensive training and development opportunities:

• On-the-Job Training: Gain hands-on experience in customer support, EV operations, and technical troubleshooting in a fast-paced startup environment.
• Mentorship Programs: Receive guidance from global leaders and industry experts to enhance your skills and career trajectory.
• Professional Development: Lead projects, attend industry events, and build expertise in customer service and clean mobility.
• Global Collaboration: Work with SUN Mobility’s teams in India and other markets to share best practices and drive innovation.

These opportunities ensure the Customer Support Executive grows professionally while contributing to SUN Mobility’s mission of sustainable transportation.

Community Engagement and Customer Success

Community engagement is a cornerstone of the Customer Support Executive role, fostering trust and adoption among Kenyan users:

• Educating Stakeholders: Raise awareness about the benefits of battery swapping technology through responsive support and clear communication.
• Supporting Local Riders: Provide timely assistance to boda boda riders and small fleet operators to ensure seamless EV adoption.
• Promoting Sustainability: Align with community environmental goals to drive support for clean mobility initiatives.

These efforts will build trust, enhance customer satisfaction, and drive long-term adoption of SUN Mobility’s technology in Kenya.

Overcoming Barriers to EV Adoption

The Customer Support Executive will address key barriers to EV adoption in Kenya, ensuring a smooth transition for customers:

• Technical Challenges: Resolve issues related to battery swapping, app functionality, or station operations with support from engineering teams.
• User Awareness: Educate customers about the benefits of EVs and battery swapping to overcome skepticism or lack of familiarity.
• Accessibility: Ensure support processes are user-friendly and accessible to diverse groups, including individual riders and large fleets.

By tackling these barriers, the Customer Support Executive will accelerate Kenya’s transition to clean mobility, driving widespread adoption.

Economic Benefits of Clean Mobility in Kenya

SUN Mobility’s entry into Kenya will generate significant economic benefits, and the Customer Support Executive will contribute to these outcomes:

• Job Creation: Support roles in customer service, operations, and technical support within the EV ecosystem.
• Local Investment: Attract funding for EV infrastructure, such as battery swapping stations, boosting economic activity.
• Small Business Empowerment: Enable boda boda riders and small fleet operators to adopt EVs affordably, enhancing their livelihoods.

These economic impacts will strengthen Kenya’s position as a leader in clean mobility, with the Customer Support Executive playing a central role.

Building Customer Trust and Retention

Building trust is critical for the Customer Support Executive, achieved through:

• Prompt Query Resolution: Address technical and operational issues quickly to maintain customer confidence.
• Clear Communication: Provide accurate and accessible information to enhance user experiences.
• Continuous Feedback Collection: Use customer insights to improve support processes and product offerings.

This focus on trust will drive customer retention and satisfaction, positioning SUN Mobility for long-term success in Kenya.

The Role of Technology in Customer Support

Technology is integral to the Customer Support Executive role, enabling efficient and effective support:

• CRM Systems: Track and manage customer interactions, ensuring timely resolutions.
• Mobile Apps: Provide users with tools to report issues and track swaps.
• Support Platforms: Use tools like Freshdesk or Zendesk to streamline ticket management.
• IoT Integration: Monitor battery and station performance for proactive support.

These tools will empower the Customer Support Executive to deliver exceptional customer experiences.

Conclusion

The Customer Support Executive role at SUN Mobility in Nairobi is a transformative opportunity to drive Kenya’s clean mobility revolution through exceptional customer service. With a competitive salary, global exposure, and a mission-driven environment, this position is ideal for professionals passionate about customer satisfaction and sustainability. Join SUN Mobility to shape the future of electric mobility in Africa. Apply by 20th August 2025 to seize this career opportunity and make a lasting impact on Kenya’s urban transportation landscape.