Customer Success Executive at Moove

About The Role

• As a Customer Success Executive at Moove, you will play a key role in ensuring our customers' 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 customer accounts. This role offers an exciting opportunity to foster customer engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.

What You’ll Be Doing

• Manage a portfolio of drivers and serve as their primary point of contact
• Monitor driver repayment performance, trip activity, and account health daily
• Follow up with drivers on outstanding payments, low activity, and compliance-related issues.
• Build and maintain strong relationships with drivers to improve retention and engagement.
• Escalate unresolved issues to relevant internal departments where necessary.
• Respond promptly to driver inquiries via Freshdesk, live chat, and inbound phone calls.
• Maintain a high level of professionalism and empathy during all customer interactions.
• Meet agreed service level agreements (SLAs) for response and resolution timelines.
• Maintain accountability and oversight of all Moove vehicles under your scope.
• Ensure that drivers comply with company rules, regulations, and safety standards.

What You Will Need For This Position

• Degree in any discipline.
• At least 2-years experience in account management and customer support roles.
• Experience in the transportation industry is an added advantage (not mandatory).
• Proficient in the use of Microsoft Suites (Excel) and support tools like freshdesk etc.
• Strong ability to collaborate effectively accross departments.
• Must possess an eye for details.

Key Metrics

• Daily Repayment Rate (100%)
• 92% Weekly collections target.
• Resolution time for driver issues (95%).
• Number of Tickets Resolved.
• Adherence to Shift Schedule.
• Daily Follow-up Completion Rate.