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 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.

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.

Onboarding & Agreement

Get digital / physical contract signed (rental / commission model).

Complete ID creation, rider registration & partner platform activation.

Ensure insurance, GPS & safety compliance.

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

Vehicle Handover & Tech Setup

Assist with EV / scooter / test drive, battery usage & GPS tracking setup.

Issue helmet, bag, accessories & safety kit (if applicable).

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.).

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