Latest Jobs 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

• 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

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• We are seeking an experienced and proactive DXP Unit Supervisor / Manager to lead and oversee the day-to-day operations of our Driver Experience (DXP) team. This role is responsible for ensuring top-notch service delivery, optimizing team performance, and resolving systemic driver-related issues through collaboration with cross-functional teams. You will play a key role in building a driver-centric culture that enhances engagement, satisfaction, and loyalty.

What will you do? 

• Supervise and manage the entire DXP Unit to ensure high service standards and team efficiency.
• Monitor and track performance metrics such as:
  • Issue Resolution Time (IRT)
  • First Contact Resolution (FCR)
  • Customer Satisfaction Scores (CSAT)
• Develop and implement strategies to improve:
  • Call center operations
  • Driver welfare services
  • Driver community engagement and feedback systems
• Work cross-functionally with Product, Fleet Operations, Payment Platform Providers, and Business Support Services (BSS) to resolve systemic pain points affecting drivers.
• Provide timely and accurate weekly and monthly performance reports to the Head of DXP.
• Support team training, coaching, and capacity-building to improve operational excellence.
• Foster a culture of accountability, customer focus, and continuous improvement within the unit

Requirements

• Bachelor's degree in Social Sciences, or a related field.
• Experience in Customer Service Management is compulsory.
• Minimum of 4–5 years of professional experience.
• Strong analytical skills and experience with performance monitoring tools and KPIs.
• Proven ability to lead customer-facing teams, especially in high-paced environments
• Excellent interpersonal and communication skills—both written and verbal.
• Experience working in or with the mobility, transportation, or EV sector is highly preferred.
• Strong problem-solving mindset and ability to collaborate across multiple departments.
• Comfortable creating detailed performance reports and presenting to senior stakeholders.