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Customer Success Supervisor - Delhi NCR



People & HR, Customer Service, Sales & Business Development, Operations
Gurugram, Haryana, India
Posted on Wednesday, May 1, 2024

About Moove

Moove is on a mission to make the world more productive and successful by redefining access to auto finance and vehicle ownership. Our starting point is a technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand mobility marketplaces. By doing so, Moove is creating sustainable jobs for entrepreneurs in the mobility sector.

About the Role

We are looking for a highly professional and experienced Customer Success Supervisor at Moove. They will be charged with leading the team 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.

What you’ll be doing

  • Responsible for training, managing and closely working with Onboarding/Sales Executives.

  • Monitoring drivers’ performance.

  • Conducting daily check-in on drivers’ pulse.

  • Supporting drivers.

  • Solving driver's issues while drivers are in transit.

  • Receiving inbound calls from drivers.

  • Making outbound calls to drivers.

  • Conducting driver survey.

  • Compiling data from drivers survey

  • Accountability of all Moove vehicles

  • Ensuring that drivers obey rules and regulations as laid down by the company.

  • Ensuring that drivers get the right information from the company.

What you will need for this position

  • Degree in any discipline.

  • 4 years experience in customer care/support roles.

  • Experience in the transportation industry is an added advantage.

  • Proficient in the use of Microsoft Suites (Excel).

  • Ability to manage people.

  • The candidate must possess an eye for details.

Key Metrics

  • Key Account Manager program retention % for all Driver partners in the in the city

  • % of driver partners retained basis tenure based targets and lease plan

  • Churn % monthly against target fleet size

  • Ticket resolutions for DPs basis physical and remote interactions

  • Driver performance basis supply hour and trip targets of the city

  • Creating plans to help DPs increase earnings if SH is at optimal level by ops hack

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 cities better.

Moove is strongly committed to diversity within its community.

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of the information contained in employment applications, as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications, or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.

Moove’s Vision: Moove is a mobility asset finance company and is Uber's preferred fleet partner. Our Vision is to democratise vehicle ownership and empower mobility entrepreneurs worldwide.