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

  1. Responsible for coaching, training and managing the customer success performance team
  2. Ensure that vehicles are utilised optimally.
  3. Track and optimise driver’s KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
  4. Vehicle Inspections Compliance
  5. Invitations Compliance
  6. Marketplace Analysis (product, challenges, drivers feedback, and business intelligence)
  7. Share weekly business intelligence report
  8. Ensure team Conducts daily check-in on drivers’ pulse.
  9. Ensure high throughput of the performance team
  10. Solving driver’s issues while drivers are in transit.
  11. Make recommendations on product and marketplace improvement
  12. 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

  1. Vehicle Utilisation
  2. Weekly KPIs attainment
  3. Weekly active driver compliance.
  4. Daily drivers contact check
  5. Weekly issues resolution rate
  6. Weekly vehicle inspections
  7. City level NPS Score
  8. Retention rate
  9. Weekly report frequency
  10. CRM Compliance
  11. Team KPI Attainment
  12. Cash collection rate

How to Apply
Interested and qualified candidates should:
Click here to apply online

Tagged as: Customer Service

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