Location: Nairobi, Kenya
Contract Type: Full-time
Department: Customer Experience
About BasiGo
BasiGo is a pioneering e-mobility start-up driving a transformation in Africa’s public transportation. BasiGo provides an electric bus solution as a sustainable, cost-effective alternative to diesel buses for private operators in Kenya. At the heart of BasiGo’s innovation is our Pay-As-You-Drive model, making electric bus ownership and operation accessible and affordable for private sector operators across Africa.
About the Role
BasiGo Kenya is seeking a Customer Experience Manager who is responsible for leading the Customer Experience team that serves as the primary point of contact between customers and BasiGo. This team manages the customer care hotline, receives and logs customer requests and incidents, coordinates with internal teams to ensure issues are resolved promptly, and communicates updates back to customers.
Responsibilities
Team Leadership
- Lead and manage the Customer Experience team responsible for handling inbound customer calls, requests, and incident reporting.
- Ensure the customer care hotline operates effectively and maintains high availability.
- Develop shift schedules and staffing plans to ensure adequate coverage.
- Train, coach, and mentor agents to maintain high performance and professional customer interactions.
Incident Reporting & Coordination
- Ensure customer incidents and requests are logged accurately and reported quickly to the appropriate internal teams.
- Establish clear processes for incident escalation and issue tracking.
- Monitor response, approval and resolution times to ensure teams meet operational KPIs.
- Work closely with Fleet, Service, and other internal teams to ensure timely resolution of customer issues.
- Ensure customers receive clear and consistent updates until their issues are resolved.
Performance Management & KPIs
- Monitor and report on call centre performance metrics such as:
- Incident reporting time
- Issue escalation time
- Response and resolution follow up
- Identify trends in customer issues and escalate recurring problems to relevant teams.
- Use data to drive improvements in processes and service delivery.
Customer Experience & Insights
- Lead customer feedback initiatives including:
- Voice of the Customer programs
- Net Promoter Score (NPS) surveys
- Customer Satisfaction (CSAT) tracking
- Analyze customer feedback and identify areas for service improvement.
- Work cross-functionally to ensure customer insights influence operational improvements.
Our ideal candidate would have:
Experience & Qualifications:
- 3-5 years of experience in customer support, call centre operations, or service operations.
- Experience working cross-functionally with fleet, service, or technical teams.
- Experience with CRM or ticketing systems preferred.
BasiGo is proud to be an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, age, national origin, ethnic background, disability, pregnancy, sexual orientation or any other protected characteristic established by law.
Skills Required
- 3-5 years of experience in customer support, call centre operations, or service operations
- Experience working cross-functionally with fleet, service, or technical teams
- Experience with CRM or ticketing systems
What We Do
BasiGo is an early-stage e-mobility start-up working to create the future of clean, electric public transport in Africa. Headquartered in Nairobi, Kenya, our team is strategically composed of seasoned entrepreneurs who have spent over a decade working and innovating within electric vehicle technology, mobility in Africa, and renewable energy financing. We are a team dedicated to creating an inclusive sustainable mobility revolution in Africa. BasiGo offers bus operators an Electric Bus solution that is more affordable, more convenient, and more reliable than a diesel alternative. To help bus operators receive the benefits of electric drive, BasiGo provides a complete electric bus solution including: 1) Electric Buses that operate all day on a single charge with proven, safe battery technology 2) Charging depots located close to bus routes providing guaranteed charging and expert preventative maintenance every night 3) Innovative Pay-As-You-Go financing that makes BasiGo buses affordable to purchase and lower cost to operate than diesel buses
