Customer Success Supervisor

1 week ago

Mumbai Maharashtra, India Moove Full time

**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.
- 5+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.

**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

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