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 technology-enabled lending model to radically transform the availability of auto finance and vehicles for on-demand mobility marketplaces. By doing so, Moove is creating sustainable jobs for entrepreneurs in the mobility sector.

About the Role

As a Customer Success Executive at Moove, you will play a key role in ensuring our customers' 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 customer accounts. This role offers an exciting opportunity to foster customer engagement, promote retention, and contribute to the continuous improvement of Moove's products and services.

What You’ll be Doing

• Manage a portfolio of drivers and serve as their primary point of contact

• Monitor driver repayment performance, trip activity, and account health daily

• Follow up with drivers on outstanding payments, low activity, and compliance-related issues.

• Build and maintain strong relationships with drivers to improve retention and engagement.

• Escalate unresolved issues to relevant internal departments where necessary.

• Respond promptly to driver inquiries via Freshdesk, live chat, and inbound phone calls.

• Maintain a high level of professionalism and empathy during all customer interactions.

• Meet agreed service level agreements (SLAs) for response and resolution timelines.

• Maintain accountability and oversight of all Moove vehicles under your scope.

• Ensure that drivers comply with company rules, regulations, and safety standards.

What You will need for this position

• Degree in any discipline.

• At least 2-years experience in account management and customer support roles.

• Experience in the transportation industry is an added advantage (not mandatory).

• Proficient in the use of Microsoft Suites (Excel) and support tools like freshdesk etc.

• Strong ability to collaborate effectively accross departments.

• Must possess an eye for details.

Key Metrics

• Daily Repayment Rate (100%)

• 92% Weekly collections target.

• Resolution time for driver issues (95%).

• Number of Tickets Resolved.

• Adherence to Shift Schedule.

• Daily Follow-up Completion Rate.

Who You'll Be Working with:

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

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.