Assistant Manager- Customer Success (Bangalore)

Moove Vehicle Limited; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Moove is seeking an experienced Assistant Manager-Customer Success to lead the driver-support function within the Operations team. You will train and mentor onboarding, sales, and customer success staff while monitoring performance and ensuring drivers receive timely support and accurate information.

In this role you will leverage data analytics to improve operations, handle inbound/outbound driver calls, drive driver satisfaction, and ensure adherence to company policies and safety regulations.

Qualifications

• Bachelor's degree in any discipline.
• 4+ years of experience in customer care/support roles in fleet industry (preferably 4 wheeler).
• Experience in transportation industry is an added advantage.
• Proficient in Microsoft Excel and MS Office.
• Ability to manage people with attention to detail.

Responsibilities

• Train and manage Onboarding/Sales Executives and Customer Success Executives.
• Monitor drivers’ performance and conduct daily check-ins.
• Support drivers and resolve issues while in transit.
• Analyze data to drive improvements and driver satisfaction.
• Handle inbound/outbound calls and driver surveys.

Skills

People management

Data analysis

Attention to detail

Education

Degree in any discipline

Tools

CRM tools

MS Excel

Job description

About Moove

Moove is building the world’s largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue based financing model, enabling underserved mobility entrepreneurs to thrive.

Our global growth has been fuelled by our partnership with Uber and backed by leading investors and lenders, including Uber, Mubadala, BlackRock, and many others. Today, Moove operates the world's largest manned & autonomous ride-hail fleet, with 38k+ vehicles across 29 cities, 13 countries and 6 continents enabled by 2.1k+ employees – Moove continues to expand through strategic partnerships with industry leaders like Uber. We’re transforming mobility to be safer, more efficient and accessible to all, while creating economic opportunities and supporting skills development in the mobility sector.

About the Role

We are looking for a highly professional and experienced Assistant Manager-Customer Success at Moove. They will be charged with leading the team monitoring, supporting, and resolving driver’s 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/ Customer Success Executives.
• Monitoring drivers’ performance.
• Conducting daily check-in on drivers’ pulse.
• Supporting drivers.
• Strong Data Analytical capability and data driven approach
• 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 driver’s 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 of experience in customer care/support roles in fleet industry (preferably 4 wheeler).
• 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
• Familiar with CS and CRM tools

Who You'll Be Working with:

Directly reporting to our City General Manager, and closely working with our Operations Team.

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.

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 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:

Moove is a mobility asset finance company and Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratize financial services to make our customers more productive and successful. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.