Customer Success Executive | JHB

About Moove

Moove is building the worlds 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.

Mooves growth has been fuelled by its global Uber partnership and support of leading investors and lenders including Uber Mubadala BlackRock MUFG and many others. With operations now spanning 19 cities across 6 continents - Africa Asia Europe North America South America and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders including Waymo and Uber. Moove is transforming mobility to make it safer more efficient and accessible to all while providing economic opportunities and supporting skills development in the mobility sector.

About the Role

TheCustomer Success Supervisor is responsible for leading a team ofcustomer success agents ensuring efficient handling of customerchats achieving daily operational targets maintaining highresolution rates and providing first-line client support through theCRM Helpdesk. This role ensures customers receive timelyprofessional and effective service while continuously improvingteam performance and operational processes.

What Youll be Doing

Main duties andresponsibilities include but are not limited;
Team Supervision &Performance Management:

• Lead support andsupervise the customer success team in managing live chats queriesand issue resolution.

• Monitor and drive dailyteam performance ensuring KPIs like response time resolution rateand customer satisfaction are consistently met.

• Provide regular coachingfeedback and development to team members.
  
  

  Customer Chats &Helpdesk Management:

• Oversee the handling ofall incoming customer chats ensuring queries are addressed promptlyand professionally.

• Manage escalationsensuring appropriate and timely resolutions.

• Act as a first point forall customer queries.
  
  

  CRM & HelpdeskOversight:

• Ensure the team uses theCRM Helpdesk system effectively for logging tracking and resolvingclient queries.

• Track and analyzehelpdesk tickets and chat interactions to identify trends andimprovement opportunities.
  
  

  Daily OperationalReporting:

• Track and report on keyoperational metrics including chat volumes response timesresolution rates and escalations.

• Share daily stats withleadership and suggest improvements based on data insights.
  
  

  Customer Experience &Quality Control:

• Promote acustomer-centric culture within the team.

• Monitor service qualityconduct regular spot checks and implement quality improvementinitiatives.
  
  

  Continuous Improvement:

• Identify process gaps andrecommend solutions to improve efficiency customer experience andoperational workflow.

• Stay updated on systemchanges business processes and customer needs.

What You will need for this position

Educational backgroundexperience and skills required for the role.

• Degreein any discipline.

• 8years experience in customer care/support roles.

• Experiencein the transportation industry is an added advantage.

• Proficientin the use of Microsoft Suites (Excel).

• Abilityto manage people.

• Thecandidate must possess an eye for details.

Key Metrics

Keycompetencies or attributes essential for success in the role.

• 95%of driver partners retained basis tenure based targets and leaseplan

• Churn3% monthly against target fleet size.

• 100%of all chats and tickets resolved < 24 hours

• AvgFirst Response Time < 5 mins

• Ticketresolutions for DPs basis physical and remote interactions

• Driverperformance basis supply hour and trip targets of the city

Who Youll Be Working with:

Directly reporting to our CustomerSuccess Supervisor 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 Companys 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.