Driver Experience Officer at Max.ng

We seek a dedicated and empathetic Driver Experience Officer to enhance the experience of our Champions (drivers) by building strong relationships, resolving issues proactively, and ensuring seamless operational support. The ideal candidate will be a problem-solver with excellent communication skills, capable of acting as a trusted liaison between drivers and internal teams. You will play a key role in ensuring our drivers feel supported, heard, and valued.

What will you do:

• Build strong, positive relationships with drivers to foster trust and long-term engagement.
• Ensure driver satisfaction through timely issue resolution and consistent communication.
• Proactively identify and address concerns before they escalate into formal complaints.
• Provide ongoing support beyond problem-solving, including:
  • Clarifying operational policies and procedures
  • Offering performance guidance
  • Advocating for driver needs within the organization
• Work cross-functionally with technical and maintenance teams to deliver smooth and efficient operational support to drivers.
• Monitor and track driver feedback, concerns, and support outcomes using appropriate tools (e.g., CRM systems).
• Escalate recurring or systemic issues to relevant internal teams for resolution and improvement.
• Contribute to initiatives that improve the overall driver experience.

Requirements

• Experience: Minimum of 2 years in customer support, partner engagement, or field operations. Experience in the telecoms, logistics, or e-commerce industries is highly preferred.
• Education: Minimum of Higher National Diploma (HND) in any relevant field.
• Certification: Not required, but relevant customer service or operations training is an advantage.

Skills & Competencies:

• Strong interpersonal and communication skills
• Ability to anticipate and resolve problems quickly and effectively
• Detail-oriented with strong organizational skills
• Tech-savvy and comfortable using support or ticketing systems
• A team player with the ability to collaborate across departments