MAX is on a mission to fix Africa’s notorious last-mile delivery and online-retail problems by using mobile and web platforms to connect consumers, retail businesses and independent drivers in real-time. We are eliminating all logistics and technology barriers that have historically prevented retail businesses in Africa from realizing their full pot...
Read more about this company
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
- Minimum of 2 years in customer service or customer success.
- Experience in the telecoms, logistics, or e-commerce industries is highly preferred.
- Minimum of Higher National Diploma (HND) in any relevant field.
- Relevant customer service or operations training is an advantage.
- 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
Benefits
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, colour, tribe, nationality, or disability.
The MAX Work Environment:
- Drive: We are building a team where everyone is a leader and therefore runs 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
Gmail
Yahoomail