Customer Success Executive Jhb

**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** The Customer Success Supervisor is responsible for leading a team of customer success agents, ensuring efficient handling of customer chats, achieving daily operational targets, maintaining high resolution rates, and providing first-line client support through the CRM Helpdesk. This role ensures customers receive timely, professional, and effective service, while continuously improving team performance and operational processes. **What You’ll be Doing** Main duties and responsibilities include but are not limited; **Team Supervision & Performance Management**: - Lead, support, and supervise the customer success team in managing live chats, queries, and issue resolution. - Monitor and drive daily team performance, ensuring KPIs like response time, resolution rate, and customer satisfaction are consistently met. Provide regular coaching, feedback, and development to team members. - **Customer Chats & Helpdesk Management**: - Oversee the handling of all incoming customer chats, ensuring queries are addressed promptly and professionally. - Manage escalations, ensuring appropriate and timely resolutions. Act as a first point for all customer queries. - **CRM & Helpdesk Oversight**: - Ensure the team uses the CRM Helpdesk system effectively for logging, tracking, and resolving client queries. Track and analyze helpdesk tickets and chat interactions to identify trends and improvement opportunities. - **Daily Operational Reporting**: - Track and report on key operational metrics including chat volumes, response times, resolution rates, and escalations. Share daily stats with leadership and suggest improvements based on data insights. - **Customer Experience & Quality Control**: - Promote a customer-centric culture within the team. Monitor service quality, conduct regular spot checks, and implement quality improvement initiatives. - **Continuous Improvement**: - Identify process gaps and recommend solutions to improve efficiency, customer experience, and operational workflow. - Stay updated on system changes, business processes, and customer needs. **What You will need for this position** Educational background, experience, and skills required for the role. - Degree in any discipline. - 8 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. **Key Metrics** Key competencies or attributes essential for success in the role. - 95% of driver partners retained basis tenure based targets and lease plan - Churn 3% monthly against target fleet size. - 100% of all chats and tickets resolved < 24 hours - Avg First Response Time < 5 mins - Ticket resolutions for DPs basis physical and remote interactions - Driver performance basis supply hour and trip targets of the city **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. **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.