About the role
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 democratizes access to vehicle ownership with a revolutionary revenue based financing model, enabling underserved mobility entrepreneurs to thrive. Our global growth has been fuelled by our partnership with Uber and backed by leading investors and lenders, including Uber, Mubadala, BlackRock, and many others. Today, Moove operates the world's largest manned & autonomous ride-hail fleet, with 38k+ vehicles across 29 cities, 13 countries and 6 continents enabled by 2.1k+ employees – Moove continues to expand through strategic partnerships with industry leaders like Uber. We’re transforming mobility to be safer, more efficient, and accessible to all, while creating economic opportunities and supporting skills development in the mobility sector.
About
the Role We are looking for a highly professional and experienced Assistant Manager-Customer Success at Moove. They will be charged with leading
the team monitoring, supporting, and resolving driver’s 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/ Customer Success Executives. ● Monitoring drivers’ performance. ● Conducting daily check-in on drivers’ pulse. ● Supporting drivers. ● Strong Data Analytical capability and data driven approach ● 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 driver’s 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. ● 4+ years of experience in customer care/support roles in fleet industry (preferably 4 wheeler). ● 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 ● Familiar with CS and CRM tools Who You'll Be Working with: Directly reporting to our General Manager-Operations, and closely working with our Operations Team.
