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Customer Success Supervisor

3 months ago

Mumbai, India Moove Full time

AboutMoove

Moove is on a mission tomake the world more productive and successful by redefining accessto auto finance and vehicle ownership. Our starting point is atechnologyenabled lending model to radically transform theavailability of auto finance and vehicles for ondemand mobilitymarketplaces. By doing so Moove is creating sustainable jobs forentrepreneurs in the mobilitysector.

About theRole

We are looking for a highlyprofessional and experienced Customer Success Supervisor at Moove.They will be charged with leading the team monitoring supportingand resolving drivers issues within our Operations team and be arepresentative and ambassador for the team across the company aswell as to externalstakeholders.

What youll bedoing

  • Responsiblefor training managing and closely working with Onboarding/SalesExecutives.

  • Monitoringdriversperformance.

  • Conductingdaily checkin on driverspulse.

  • Supportingdrivers.

  • Solving driversissues while drivers are intransit.

  • Receiving inboundcalls from drivers.

  • Makingoutbound calls todrivers.

  • Conducting driversurvey.

  • Compiling data fromdriverssurvey

  • Accountability of allMoove vehicles

  • Ensuring thatdrivers obey rules and regulations as laid down by thecompany.

  • Ensuring thatdrivers get the right information from thecompany.

Whatyou will need for thisposition

  • Degreein any discipline.

  • 5yearsexperience in customer care/supportroles.

  • Experience in thetransportation industry is an addedadvantage.

  • Proficient in theuse of Microsoft Suites(Excel).

  • Ability to managepeople.

  • The candidate mustpossess an eye fordetails.

KeyMetrics

  • KeyAccount Manager program retention % for all Driver partners in thein the city

  • % of driverpartners retained basis tenure based targets and leaseplan

  • Churn % monthly againsttarget fleet size

  • Ticketresolutions for DPs basis physical and remoteinteractions

  • Driverperformance basis supply hour and trip targets of thecity

  • Creating plans to helpDPs increase earnings if SH is at optimal level by opshack