Energy Infrastructure Network Senior Associate Job Zeno
Key Responsibilities
Network Monitoring & Data Operations
- Monitor live network performance across swap stations and charging infrastructure (availability, uptime, SoC, throughput).
- Track and analyze key operational metrics (e.g. red/amber/green states, swap success rates, downtime).
- Build and maintain dashboards and reporting tools to surface insights and enable rapid decision-making.
- Identify patterns, anomalies, and recurring issues, and escalate proactively to relevant teams.
Customer Support (Inbound & Outbound)
- Handle inbound customer queries related to energy access, swapping, charging, and network issues.
- Proactively reach out to customers affected by outages or poor experiences to resolve issues quickly.
- Coordinate with field teams to ensure rapid resolution of on-ground issues.
- Deliver a high-quality, responsive support experience for Zeno riders.
Feedback & Issue Management
- Organize and structure all inbound feedback from customers, field teams, and partners.
- Categorize and track issues (technical, operational, customer experience) to ensure clear visibility.
- Maintain a centralized log of issues and resolutions to improve institutional knowledge.
- Work closely with product, engineering, and operations teams to close feedback loops and improve systems.
Operational Coordination
- Support daily operations of the energy network by coordinating across infra, service, and customer teams.
- Help ensure network SLAs are met (availability, uptime, restoration times).
- Assist in incident management and communication during outages or disruptions.
Qualifications
- 2–5 years of experience in operations, network monitoring, customer support, or data-driven roles.
- Strong analytical mindset with comfort working with data, dashboards, and operational metrics.
- Extremely organized with the ability to track multiple issues, workflows, and stakeholders simultaneously.
- Excellent communication skills — able to interact with customers, field teams, and internal stakeholders clearly and effectively.
- High ownership and responsiveness — you move quickly and follow through on issues end-to-end.
- Deep experience with tools such as Excel/Google Sheets, dashboards, CRMs, or ticketing systems is a plus.
- Comfort working in a fast-paced, field-heavy environment with real-time problem solving.
How to Apply
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