Moove is building the world’s largest fleet and best-in-class technologies to power mobility platforms. Our flagship Drive-to-Own (DTO) product democratises 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
As a Customer Success Executive at Moove, you will play a key role in ensuring our clients' 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 client accounts. This role offers an exciting opportunity to foster client engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.
What You’ll be Doing
Monitor drivers’ performance and adherence to operational standards.
Conduct daily check-ins to assess drivers’ pulse, wellbeing, and on-road experience.
Provide ongoing support to drivers and act as a primary point of contact.
Resolve drivers’ issues while they are in transit to minimise downtime and disruptions.
Handle inbound calls from drivers and respond to queries promptly and professionally.
Make outbound calls to drivers to share updates, gather information, and follow up on issues.
Design and conduct driver surveys to gather feedback and insights.
Compile, organise, and report on data collected from driver surveys to identify trends and areas for improvement.
Maintain accountability and oversight of all Moove vehicles under your scope.
Ensure that drivers comply with company rules, regulations, and safety standards.
Ensure drivers receive clear, accurate, and timely information from the company.
What You will need for this position
Degree in any discipline.
2-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
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
Who You'll Be Working with:
Directly reporting to our Customer Success Supervisor, and closely working with our Operations 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.
