Customer Success Executive (Performance) | JHB , SA

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

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 Mooves products and services.

What Youll be Doing

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

• Track and optimize key driver KPIs such as:

1. Number of Trips

2. Supply Hours

3. TPH (Trips per Hour)

4. Earnings

5. Acceptance Rate & Cancellation Rate

6. Remittance Rate

• Flag and support drivers falling below threshold performance levels.

Compliance Monitoring

• 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)

• 13 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 Youll Be Working with:

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

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.

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