Overview
Moove is on a mission to build the largest mobility fintech for emerging markets. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand ridesharing services across tier 1 African cities. By doing so, Moove is creating sustainable jobs for mobility entrepreneurs in the mobility sector.
Job Position: Customer Success Supervisor (Performance)
Job Location: Lekki Phase I, Lagos
Job Responsibilities
- Responsible for coaching, training and managing the customer success performance team
- Ensure that vehicles are utilised optimally.
- Track and optimise driver’s KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
- Vehicle Inspections Compliance
- Invitations Compliance
- Marketplace Analysis (product, challenges, drivers feedback, and business intelligence)
- Share weekly business intelligence report
- Ensure team Conducts daily check-in on drivers’ pulse.
- Ensure high throughput of the performance team
- Solving driver’s issues while drivers are in transit.
- Make recommendations on product and marketplace improvement
- Implement the driver rewards system
Job Requirements
- Degree in any discipline.
- 6-years experience in driver operations and performance-related roles (Ride hail/share experience preferred)
- Experience in a customer-centric industry is an added advantage.(e.g. Logistics or Transportation)
- Advanced level of proficiency in the use of Microsoft Suites (Excel).
- Proven track record of making data driven decisions
- Excellent communications skills & organisational skills
- Ability to manage people.
- The candidate must possess an eye for details.
KPIs that will be measured after you start
- Vehicle Utilisation
- Weekly KPIs attainment
- Weekly active driver compliance.
- Daily drivers contact check
- Weekly issues resolution rate
- Weekly vehicle inspections
- City level NPS Score
- Retention rate
- Weekly report frequency
- CRM Compliance
- Team KPI Attainment
- Cash collection rate
How to Apply
Interested and qualified candidates should:
Click here to apply online