Customer Success Executive Job at Moove

Moove is on a mission to redefine what large-scale rideshare leasing and vehicle ownership look like in Africa. We are developing an innovative model to rapidly improve the availability of vehicles for on-demand ridesharing services across major metro cities while also creating sustainable jobs for drivers

We are recruiting to fill the position below:

Job Position: Customer Success Executive 

Job Location: Lagos
Department: Operations

About the Role

• As a Customer Success Executive at Moove, you will play a key role in ensuring our clients' satisfaction and success. Your responsibilities will include building strong relationships with customers, understanding their needs, and proactively addressing any issues or concerns.
• You will work closely with cross-functional teams to deliver solutions, provide product insights, and contribute to the overall growth of client accounts.
• This role offers an exciting opportunity to foster client engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.

What You’ll be Doing

• Monitoring drivers’ performance.
• Conducting daily check-in on drivers’ pulse.
• Supporting drivers.
• Solving driver's issues while drivers are in transit.
• Receiving inbound calls from drivers.
• Making outbound calls to drivers.
• Conducting driver survey.
• Compiling data from drivers survey
• Accountability of all Moove vehicles
• Ensuring that drivers obey rules and regulations as laid down by the company.
• Ensuring that drivers get the right information from the company.

Who You'll Be Working with:

• Directly reporting to our Customer Success Manager, and closely working with our Operations Team.

Key Metrics

• Daily retention targets as % of return walkins
• Weekly churn targets
• Daily Ticket resolutions for DPs basis physical and remote interactions
• Daily Driver performance basis supply hour and trip targets of the city
• Daily helping DPs increase earnings if SH is at optimal level, monitored via week on week DP earnings
• Overall DP portfolio monitoring basis allocated count of DPs

Requirements
What You will need for this position:

• Candidates should possess a Degree in any discipline.
• 2-years of experience in customer care/support roles.
• Experience in the transportation industry is an added advantage.
• Proficient in the use of Microsoft Suites (Excel).
• Ability to manage people.
• The candidate must possess an eye for details.