Customer Success Executive (Performance) at Moove Africa

About the Role


As a Customer Success Executive at Moove, you will play a key role in ensuring our clients' satisfaction and success. Your responsibilities will include building strong relationships with customers, understanding their needs, and proactively addressing any issues or concerns. You will work closely with cross-functional teams to deliver solutions, provide product insights, and contribute to the overall growth of client accounts. This role offers an exciting opportunity to foster client engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.


What You'll be Doing

Main duties and responsibilities of the role include but are not limited to the following:

Driver Engagement & Support


Conduct daily check-ins with drivers to offer assistance, monitor well-being, and address concerns.
Build strong relationships with drivers to ensure satisfaction and long-term retention.
Collect and analyse feedback on pain points, performance challenges, and market trends.


Performance Monitoring


Track and optimize key driver KPIs such as:
Number of Trips
Supply Hours
TPH (Trips per Hour)
Earnings
Acceptance Rate & Cancellation Rate
Remittance Rate
Flag and support drivers falling below threshold performance levels.


Compliance Monitoring


Ensure vehicle inspections and required documentation are completed and up to date.
Monitor compliance with platform invitations and onboarding processes.
Promote adherence to company guidelines and ethical operating standards.


Collections & Recovery


Recover missed remittances, overdue payments, excess mileage charges, excess charges or outstanding deposits.
Proactively manage assigned arrears portfolio to achieve weekly and monthly target
Engage drivers professionally and empathetically to resolve outstanding balances.
Meet or exceed recovery targets (daily, weekly, monthly).
Follow legal and internal policies to ensure ethical debt collection practices.


What You will need for this position


Matric or equivalent (Diploma or Degree in Business, Customer Service, or similar is a plus)
1 - 3 years of experience in customer service, sales support, debt collection or partner management
Strong interpersonal and communication skills
Proactive, solution-oriented, and able to work with minimal supervision
Comfortable with reporting tools and digital communication platforms (Google Sheets, Docs, CRM systems)
A customer-first mindset with the ability to balance empathy and accountability


Key Metrics

Key competencies or attributes essential for success in the role.


Daily driver retention targets as % of return walkins
Trip Volume & Driver Activity
98% collections rate
Weekly churn targets
Daily Ticket and Chat resolutions for DPs basis physical and remote interactions
Daily Driver performance basis supply hour and trip targets of the city
Daily helping DPs increase earnings if SH is at optimal level, monitored via week on week DP earnings
Daily zero-trips monitoring
Weekly monitoring of high outstanding amounts for recovery
Overall DP portfolio monitoring basis allocated count of DPs


Who You'll Be Working with:

Directly reporting to our Customer Success Supervisor, and closely working with our Operations.