Customer Success Supervisor - Mumbai

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 technologyenabled lending model to radically transform the availability of auto finance and vehicles for ondemand 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 youll be doing

• Responsible for training managing and closely working with Onboarding/Sales Executives.

• Monitoring drivers performance.

• Conducting daily checkin on drivers pulse.

• Supporting drivers.

• Solving drivers 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.

• 5years 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.

• The candidate must possess an eye for details.

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