Customer Success Executive Job

Moove is on a mission to redefine what large-scale rideshare leasing and vehicle ownership look like in Africa. We are developing an innovative model to rapidly improve the availability of vehicles for on-demand ridesharing services across major metro cities while also creating sustainable jobs for drivers.

We are recruiting to fill the position below:

Job position: Customer Success Executive
Job Location: Lagos

About The Role

• As a Customer Success Executive at Moove, you will play a key role in ensuring our customers' satisfaction and success.
• Your responsibilities will include building strong relationships with customers, understanding their needs, and proactively addressing any issues or concerns. You will work closely with cross-functional teams to deliver solutions, provide product insights, and contribute to the overall growth of customer accounts.
• This role offers an exciting opportunity to foster customer engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.

What You’ll Be Doing

• Manage a portfolio of drivers and serve as their primary point of contact
• Monitor driver repayment performance, trip activity, and account health daily
• Follow up with drivers on outstanding payments, low activity, and compliance-related issues.
• Build and maintain strong relationships with drivers to improve retention and engagement.
• Escalate unresolved issues to relevant internal departments where necessary.
• Respond promptly to driver inquiries via Freshdesk, live chat, and inbound phone calls.
• Maintain a high level of professionalism and empathy during all customer interactions.
• Meet agreed service level agreements (SLAs) for response and resolution timelines.
• Maintain accountability and oversight of all Moove vehicles under your scope.
• Ensure that drivers comply with company rules, regulations, and safety standards.

Key Metrics

• Daily Repayment Rate (100%)
• 92% Weekly collections target.
• Resolution time for driver issues (95%).
• Number of Tickets Resolved.
• Adherence to Shift Schedule.
• Daily Follow-up Completion Rate.

What You Will Need

• Degree in any discipline.
• At least 2 years of experience in account management and customer support roles.
• Experience in the transportation industry is an added advantage (not mandatory).
• Proficient in the use of Microsoft Suites (Excel) and support tools like Freshdesk, etc.
• Strong ability to collaborate effectively across departments.
• Must possess an eye for detail.