About Moove

Moove is on a mission to democratise vehicle ownership for over 1 billion Africans who have limited or no access to vehicle financing resulting in the lowest per capita car ownership in the world. We are building the largest full-service mobility fintech in Africa, offering vehicle loans, vehicle insurance and other financial services to mobility entrepreneurs. We are Uber’s exclusive vehicle financing and vehicle supply partner in sub-Saharan Africa providing revenue-based vehicle financing to Uber’s driver-partners. In less than one year, Moove-financed cars have completed almost a million Uber trips across the continent.

About the Role

Moove is looking for an Freshdesk Administrator who’ll confidently lead on all our operational, customer and product focused needs with reference to the Freshdesk CRM tool.

What you will be doing

• Manage users, teams, and roles for all teams (support, operations, etc) accessing Freshdesk

• Organise training sessions for the teams.

• Understand the operations team tasks and draft end-to-end workflow for email support, phone and chat support.

• Create a manual/flow chart with technical documentation of the processes for approval purposes.

• Define & configure teams, source-based assignment, skill-based assignment, roster management, SLAs and escalation matrix

• Share requirements with the tech/product team for integration with the database. Identify which fields to be passed, what/when needs to be updated, etc.

• Create and share detailed reports with detailed insights into customer issues and support team performance on a daily, weekly, and monthly basis.

• Continuously improve the support experience & SLAs by gathering feedback from the support & operations team.

• Manage & troubleshoot day-to-day issues faced by the support team.

What you will need for this position

• At least 5 years’ customer success/customer service experience within a CRM platform, preferably Freshdesk environment.

• Educated to degree level or equivalent

• Excellent written and verbal communication

• Strong client facing and presenting skills and able to work with a wide range of stakeholders

• Proficient in Outlook and MS Office

Desirable:

• Experience working within the tech/start- up/mobility space

Personal Attributes:

• Communication skills: Excellent verbal, written and interpersonal communication skills.

• Presentation skills: able to convey a point in a clear and effective way while delivering in a professional yet warm and personable style.

• Teamwork: able to work effectively with others in a group and participate in new ideas generation.

• Results orientation: you are a person who likes to complete a project on time and done well.

• Problem solver: you can demonstrate that you can think your way out of a problem/challenge using your own initiative.

• Negotiation skills: able to handle challenging conversations to justify customer price increases

• Multi-tasking: manage and prioritise different tasks in line with SLA’s and deadlines

What We Offer:

• Opportunity to democratise mobility with the leader in fintech/ mobility solutions for emerging markets

• Ability to drive direction and make sizable impact at a rapidly growing global organisation

• Work with a fun, collaborative, and motivated team

• Competitive salary

Where You Will Be Based:

This role will be based in India and could be in any office across Gurgaon, Bangalore, Hyderabad and Mumbai.

Who You'll Be Working with

Directly reporting to the VP, Global Expansion

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 cities better.

Moove is strongly committed to diversity within its community.

The Company’s 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. We conduct background checks on qualified applicants before hire.

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.

About Moove: Moove is a mobility asset finance company and is Uber's preferred fleet partner across Sub-Saharan Africa. Our Vision is to democratise vehicle ownership and empower mobility entrepreneurs across Africa.

Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.