Head of Community and Customer Success

About the role

Zembo is an African start-up selling electric motorcycles to commercial users and offering Batteries as a Service through a network of swap stations; it is scaling up in Uganda and running pilots in new geographies. As Head of Community and Customer Success, you will make sure every customer receives excellent care and build a strong, engaged community around the brand. This is a build role: you will set up and grow a new department, including its team, processes and systems.

Key responsibilities

• Lead the customer care team and ensure customer issues are resolved quickly and well.
• Set customer service standards and work with other departments to deliver them.
• Build the department's processes and systems and train staff to use them.
• Measure and improve customer satisfaction and retention.
• Lead engagement with the customer community and build strong relationships with riders and community leaders.
• Develop partnerships and programmes that add value for customers.
• Report on customer performance to management and turn customer feedback into action.
• Recruit, coach and manage a high-performing team and manage the department budget.

Required profile

• Bachelor's degree in Business, Marketing, Communications, Social Sciences or a related field.
• At least 7 years of experience in customer service, customer experience or community engagement, including 3+ years leading a team.
• Track record of building or scaling a customer care function.
• Experience serving mass-market customers.
• Fluent English and Luganda (required).

Required skills

• Experience with CRM or helpdesk systems.
• Advantage: experience in mobility, energy, asset financing or fintech.
• Customer-first mindset, ability to influence across departments, data-driven decision making, strong leadership and coaching, and a builder mindset.

What we offer

• A mission-driven, client-focused team shaping the future of mobility in Africa.
• A supportive work environment and opportunities for professional growth.