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.