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

1. Lead & Funnel Management

• Contact new rider leads generated through marketing, referrals, walk-ins, job boards or field activities.
• Explain earning structure, payout system, working hours, terms, penalties & benefits.

1. Rider Screening & Verification

• Conduct 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.

1. Onboarding & Agreement

• Get digital/physical contract signed (rental/commission model).
• Complete ID creation, rider registration & partner platform activation.
• Ensure insurance, GPS & safety compliance.

1. Training & Orientation

• Provide training on:
• App usage (delivery partner app + GBG internal app/CMS)
• Route navigation, delivery discipline, customer interaction
• Safety protocols, charging/swapping SOPs, maintenance rules

1. Vehicle Handover & Tech Setup

• Assist with EV/scooter/test drive, battery usage & GPS tracking setup.
• Issue helmet, bag, accessories & safety kit (if applicable).

1. Rider Experience & Engagement

• Track 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.).

1. Reporting & MIS

• Maintain daily onboarding MIS (leads → joined → active → retained).
• Highlight drop-off reasons to ops leadership for improvement.

Skills & Competencies

• Strong communication & convincing ability
• Field coordination & target-driven mindset
• Knowledge of delivery/logistics market preferred
• Basic app/tech troubleshooting
• Multitasking with deadline orientation
• Relationship & people-handling skills
• Ability to work on weekends & extended hours during peak demand

Qualifications

• 12th / Graduate preferred
• 1–3 years in delivery/logistics/field operations/recruitment
• Experience with Zomato/Swiggy/Blinkit/Dunzo/Shadowfax preferred

KPIs / Success Metrics

• Leads → onboarded conversion rate
• Active riders within 72 hours
• Rider retention for first 30 days
• Documentation & compliance accuracy
• Rider satisfaction & grievance resolution score