Customer Success Supervisor
lagos, NG
2d ago
source : Mrjobsnaija

Moove's job vacancy, Career and Recruitment

Job title : Customer Success Supervisor jobs in Lagos Job Location : Lagos Deadline : October 06, 2022

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  • 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.
  • About the Role

  • We are looking for a professional with excellent communication and an entrepreneurial attitude to be the Customer Success Supervisor - Performance, reporting to the City Fleet Manager.
  • As a proven result-driven person, the Customer Success Supervisor - Performance must possess a good command of the English Language.
  • In this role, you will dig deep into monitoring and compliance that makes the organization more efficient, effective, and amazing.
  • If you've got zeal, some big ideas, and an uncanny knack for compliance, this is the role for you!

    The Opportunity

  • We are looking for a Customer Success Supervisor - Performance who will be charged with 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.
  • The ideal candidate for the role will be someone who is skilled in Communication and who is knowledgeable in the use of MS Office Suites and Data Analytics.
  • Responsibilities

    What you'll be doing :

  • Responsible for coaching, training and managing the customer success performance team
  • Ensure that vehicles are utilised optimally.
  • Track and optimise driver's KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
  • Vehicle Inspections Compliance
  • Invitations Compliance
  • Marketplace Analysis (product, challenges, drivers feedback, and business intelligence)
  • Share weekly business intelligence report
  • Ensure team Conducts daily check-in on drivers' pulse.
  • Ensure high throughput of the performance team
  • Solving driver's issues while drivers are in transit.
  • Make recommendation on product and marketplace improvement
  • Implement the driver rewards system
  • Key Performance Indicator

    KPIs that will be measured after you start :

  • Vehicle Utilisation
  • Weekly KPIs attainment
  • Weekly active driver compliance.
  • Daily drivers contact check
  • Weekly issues resolution rate
  • Weekly vehicle inspections
  • City level NPS Score
  • Retention rate
  • Weekly report frequency
  • CRM Compliance
  • Team KPI Attainment
  • Cash collection rate
  • Who You'll Be Working with :

  • Directly reporting to our City Fleet Manager and closely working with our Operations Unit.
  • Job Requirements

    What You will need for this position :

  • 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.
  • Customer Service jobs in Nigeria *Customer Service jobs in Lagos *Customer Success Supervisor in Lagos
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