Champion Success Officer at Max.ng

Role Overview:

The Customer Success Officer will be responsible for ensuring a seamless and positive experience for customers/partners throughout their engagement with MAX. The role combines training and onboarding, vision testing, welfare support, escalation management, issue resolution, and customer activation/deactivation.

The ideal candidate will serve as a key point of contact for customers/partners, ensuring they are properly onboarded, supported, activated, and retained while maintaining high service and compliance standards.

Key Responsibilities

Training & Onboarding – Academy

• Champion the end-to-end training and onboarding process for new customers/partners through the Academy.
• Facilitate onboarding sessions and ensure participants receive the required knowledge, skills, and information.
• Track onboarding progress and ensure all required documentation and training requirements are completed.
• Identify onboarding gaps and recommend improvements to enhance the customer experience.
• Maintain accurate records of training attendance, completion, and onboarding status.
• Collaborate with relevant teams to ensure a smooth transition from onboarding to active operations.

Vision Test Management

• Conduct or coordinate vision tests as part of the onboarding and compliance process.
• Ensure all customers/partners undergo the required vision screening before activation.
• Accurately document and update vision test results on the relevant systems.
• Escalate failed or inconclusive vision tests for appropriate review and resolution.
• Ensure compliance with established vision-testing standards and procedures.

DXP Responsibilities – Welfare, Escalation & Resolution

• Serve as a key support contact for customer/partner welfare-related concerns.
• Receive, investigate, and resolve customer/partner complaints and operational issues.
• Manage escalations effectively and ensure issues are resolved within agreed timelines.
• Follow up with customers/partners to ensure satisfactory resolution and closure.
• Identify recurring issues and provide insights to relevant teams for corrective action.
• Maintain accurate records of complaints, escalations, resolutions, and customer interactions.
• Demonstrate empathy and professionalism when handling sensitive welfare and customer-related matters.

Customer/Partner Activation & Deactivation

• Manage the activation process for customers/partners who have successfully completed all onboarding and compliance requirements.
• Verify that all required documentation, training, testing, and eligibility requirements are fulfilled before activation.
• Process deactivation requests in line with approved policies and procedures.
• Ensure accurate and timely updates of activation/deactivation status on relevant systems.
• Coordinate with relevant departments to resolve issues preventing activation or requiring deactivation.
• Maintain proper documentation and audit trails for all activation and deactivation activities.

Requirements

• 2-3+ years experience in customer experience, teaching or related field.
• Experience in startups, mobility, fintech, logistics, marketplaces, academic institution or tech-enabled businesses is strongly preferred.
• Proven track record of customer satisfaction and customer retention, or product communication
• Experience working with performance marketing, CRM, lifecycle marketing, and analytics tools.

Skills & Competencies

• Strong analytical and problem-solving skills.
• Proficiency in Google Suite tools.
• Excellent stakeholder management and communication skills.
• Strong execution discipline with the ability to manage multiple priorities.
• Commercially minded with strong business acumen.
• Education
• Bachelor’s degree in Business, Education or relevant field
• MBA or relevant certifications is an advantage.

Want to Join Us? Here’s Why You Should…

At MAX, we encourage diversity and are open to meeting just about anyone with the right passion and skill set regardless of looks, gender, sexual orientation, color, tribe, nationality, and disability.

The MAX Work Environment:

• Drive: We are building a team where everyone is a leader and therefore run on internal motivation
• Empathy: We have a clear understanding of the problem we are trying to solve and its impact on Africans, we are committed to providing a lasting solution.
• Humility: We are committed to continuous learning and improvement. We learn, unlearn and relearn
• Initiative: We welcome novel ideas and encourage creativity
• Diligence: We take great pride in our work.
• Candor: We value open and honest communication
• Collaboration: We are a team of passionate, innovative optimists, solving challenging problems and creating an impact.
• Bias for Technology: We automate everything