Senior Customer Success Executive (Team Lead) -...

About Moove

Moove is building the world’s largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue based financing model, enabling underserved mobility entrepreneurs to thrive.

Moove’s growth has been fuelled by its global Uber partnership and support of leading investors and lenders, including Uber, Mubadala, BlackRock, MUFG, and many others. With operations now spanning 19 cities across 6 continents - Africa, Asia, Europe, North America, South America, and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders, including Waymo and Uber. Moove is transforming mobility to make it safer, more efficient and accessible to all, while providing economic opportunities and supporting skills development in the mobility sector.

About the Role

As a Senior Customer Success Executive at Moove, you will play a pivotal role in elevating our client satisfaction and operational efficiency, with a direct impact on our driver-partners' success. Beyond building strong relationships and proactively addressing issues, you will take on a leadership position, guiding a team of Customer Success Executives (10-15 members) and independently tackling complex operational challenges. This role requires a blend of deep operational understanding, strong analytical prowess, and effective people management skills to ensure seamless service delivery and continuous improvement.

What You’ll be Doing

In addition to the core responsibilities of a Customer Success Executive, your senior-level duties will include:

Team Leadership & Management:

• Effectively lead and manage a team of 10-15 Customer Success Executives, providing guidance, mentorship, and support.
• Foster a collaborative and high-performing team environment.
• Conduct regular check-ins and performance reviews for your team members.
• Ensure team coordination and adherence to established processes and quality standards.

Advanced Escalation & Operational Management:

• Independently manage and resolve complex driver escalations, ensuring timely and satisfactory outcomes.
• Proactively identify and address operational challenges on-ground, implementing effective solutions.
• Take accountability for the performance and compliance of allocated Moove vehicles and their driver-partners.
• Be responsible for handling driver arrears collection calls, if required.

Data Analysis & Reporting:

• Utilize strong analytical and data handling capabilities to monitor key performance indicators (KPIs) and operational metrics.
• Develop and analyze dashboards and reports to derive actionable insights from data, driving continuous improvement in customer success processes.
• Monitor drivers' performance and overall DP portfolio to ensure optimal supply hours, trip targets, and earnings growth.

Process Optimization & Adherence:

• Ensure strict process adherence within the team and identify opportunities for process improvement to enhance efficiency and driver satisfaction.
• Contribute to the continuous improvement of Moove's products and services based on driver feedback and operational data.

Core Customer Success Responsibilities (Supervisory/Oversight):

• Oversee daily check-ins on drivers' pulse.
• Ensure effective support for drivers and resolution of issues while drivers are in transit.
• Monitor the handling of inbound and outbound calls to and from drivers.
• Supervise the conducting and compiling of data from driver surveys.
• Ensure drivers receive accurate and timely information from the company

What You will need for this position

• Degree in any discipline.
• 3-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.
• 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 [to be completed by hiring manager]

Key Metrics
Who You'll Be Working with:

Directly reporting to our {Line Manager}, and closely working with our {Department} Team.

About the team

Our team is collaborative, positive, curious, and engaged. We think fast, work smart, laugh often, and are looking for like-minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.

Moove: Moove is a mobility asset finance company and Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratise financial services to make our customers more productive and successful. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.