About Moove

Moove is on a mission to make the world more productive and successful by redefining access to auto finance and vehicle ownership. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand mobility marketplaces. By doing so, Moove is creating sustainable jobs for entrepreneurs in the mobility sector.

About the Role

We are looking for a highly professional and experienced Customer Success Supervisor at Moove. They will be charged with leading the team monitoring, supporting, and resolving drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders.

What you’ll be doing

• Responsible for training, managing and closely working with Onboarding/Sales Executives.

• 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.

What you will need for this position

• Degree in any discipline.

• 5+years 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.

Key Metrics

• Key Account Manager program retention % for all Driver partners in the in the city

• % of driver partners retained basis tenure based targets and lease plan

• Churn % monthly against target fleet size

• Ticket resolutions for DPs basis physical and remote interactions

• Driver performance basis supply hour and trip targets of the city

• Creating plans to help DPs increase earnings if SH is at optimal level by ops hack