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Customer Success Supervisor - Mumbai



People & HR, Customer Service, Sales & Business Development, Operations
Mumbai, Maharashtra, India
Posted on Thursday, June 20, 2024
Operations · Mumbai

Customer Success Supervisor - Mumbai

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



Operations · Mumbai

Customer Success Supervisor - Mumbai

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