Customer Success Supervisor (Performance) at Moove

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.

About the Role

• We are looking for a professional with excellent communication and an entrepreneurial attitude to be the Customer Success Supervisor - Performance, reporting to the City Fleet Manager. 
• As a proven result-driven person, the Customer Success Supervisor - Performance must possess a good command of the English Language.
• In this role, you will dig deep into monitoring and compliance that makes the organization more efficient, effective, and amazing. If you've got zeal, some big ideas, and an uncanny knack for compliance, this is the role for you!

The Opportunity

• We are looking for a Customer Success Supervisor - Performance who will be charged with monitoring, supporting, and resolving drivers issues within our Operations team and be a representative and ambassador for the team across the company as well as to external stakeholders. 
• The ideal candidate for the role will be someone who is skilled in Communication and who is knowledgeable in the use of MS Office Suites and Data Analytics. 

Responsibilities
What you’ll be doing:   

• Responsible for coaching, training and managing the customer success performance team
• Ensure that vehicles are utilised optimally.
• Track and optimise driver's KPIs (Trips, Supply Hours, TPH, Earnings, Acceptance Rate, Cancellation Rate, Remittance Rate)
• Vehicle Inspections Compliance
• Invitations Compliance
• Marketplace Analysis (product, challenges, drivers feedback, and business intelligence)
• Share weekly business intelligence report
• Ensure team Conducts daily check-in on drivers’ pulse.
• Ensure high throughput of the performance team
• Solving driver's issues while drivers are in transit.
• Make recommendation on product and marketplace improvement
• Implement the driver rewards system

Key Performance Indicator
KPIs that will be measured after you start:

• Vehicle Utilisation
• Weekly KPIs attainment
• Weekly active driver compliance.
• Daily drivers contact check
• Weekly issues resolution rate
• Weekly vehicle inspections
• City level NPS Score
• Retention rate
• Weekly report frequency
• CRM Compliance
• Team KPI Attainment
• Cash collection rate

Who You'll Be Working with:

• Directly reporting to our City Fleet Manager and closely working with our Operations Unit.

Job Requirements
What You will need for this position:

• Degree in any discipline.
• 6-years experience in driver operations and performance related roles (Ride hail/share experience preferred)
• Experience in a customer-centric industry is an added advantage.(e.g. Logistics or Transportation)
• Advanced level of proficiency in the use of Microsoft Suites (Excel).
• Proven track record of making data driven decisions
• Excellent communications skills & organisational skills
• Ability to manage people.
• The candidate must possess an eye for details.