Rider Onboarding Specialist

Role Summary The Rider Onboarding Specialist is responsible for end-to-end onboarding of new riders, including screening, documentation, orientation, training, vehicle issuance, app setup, and tracking activation until they start earning or go live on the platform.Key Responsibilities Lead & Funnel ManagementContact new rider leads generated through marketing, referrals, walk-ins, job boards or field activities.Explain earning structure, payout system, working hours, terms, penalties & benefits.Rider Screening & VerificationConduct basic eligibility check (age, experience, smartphone, valid ID, driving license, background, police verification if required).Collect and verify KYC documents and upload into platform/CRM.Onboarding & AgreementGet digital/physical contract signed (rental/commission model).Complete ID creation, rider registration & partner platform activation.Ensure insurance, GPS & safety compliance.Training & OrientationProvide training on:App usage (delivery partner app + GBG internal app/CMS)Route navigation, delivery discipline, customer interactionSafety protocols, charging/swapping SOPs, maintenance rulesVehicle Handover & Tech SetupAssist with EV/scooter/test drive, battery usage & GPS tracking setup.Issue helmet, bag, accessories & safety kit (if applicable).Rider Experience & EngagementTrack new rider performance for initial 7–14 days.Resolve queries related to earnings, tasks, app issues & vehicle concerns.Ensure rider activation with delivery partners (Zomato, Blinkit, Rapido, etc.).Reporting & MISMaintain daily onboarding MIS (leads → joined → active → retained).Highlight drop-off reasons to ops leadership for improvement.Skills & Competencies Strong communication & convincing abilityField coordination & target-driven mindsetKnowledge of delivery/logistics market preferredBasic app/tech troubleshootingMultitasking with deadline orientationRelationship & people-handling skillsAbility to work on weekends & extended hours during peak demandQualifications 12th / Graduate preferred1–3 years in delivery/logistics/field operations/recruitmentExperience with Zomato/Swiggy/Blinkit/Dunzo/Shadowfax preferredKPIs / Success Metrics Leads → onboarded conversion rateActive riders within 72 hoursRider retention for first 30 daysDocumentation & compliance accuracyRider satisfaction & grievance resolution score