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

Qualifications

KPIs / Success Metrics