Customer Success Executive

Job Description

Requirements

• Matric or equivalent qualification; 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 such as Google Sheets, Docs, and CRM systems.
• Customer-first mindset with the ability to balance empathy and accountability.

Responsibilities

• 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.
• Flag and support drivers falling below threshold performance levels.
• Ensure vehicle inspections and required documentation are completed and up to date.
• Monitor compliance with platform invitations and onboarding processes.
• Recover missed remittances, overdue payments, and outstanding deposits.
• Proactively manage assigned arrears portfolio.
• Engage drivers professionally and empathetically to resolve outstanding balances.
• Drive-to-Own product democratises access to vehicle ownership with a revolutionary revenue-based financing model, enabling underserved mobility entrepreneurs to thrive.
• Track and optimize key driver KPIs including number of trips, supply hours, trips per hour, earnings, acceptance rate, and remittance rate.

Benefits

• Opportunity to work at one of Africa's fastest-growing mobility companies.
• Collaborative, positive, and engaged team culture.
• Competitive compensation package.
• Equal opportunity employer committed to diversity and inclusion.