Customer Success Executive (Performance) JHB ... Operations - South Africa Johannesburg, So ...

Moove is building the world's largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive to Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue based financing model, enabling underserved mobility entrepreneurs to thrive.

Moove's growth has been fuelled by its global Uber partnership and support of leading investors and lenders, including Uber, Mubadala, BlackRock, MUFG, and many others. With operations now spanning 19 cities across 6 continents - Africa, Asia, Europe, North America, South America, and the Middle East - Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders, including Waymo and Uber. Moove is transforming mobility to make it safer, more efficient and accessible to all, while providing economic opportunities and supporting skills development in the mobility sector.

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.

• 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.

Track and optimise key driver KPIs such as:

1. Number of Trips
2. Supply Hours
3. TPH (Trips per Hour)
4. Earnings
5. Acceptance Rate & Cancellation Rate
6. Remittance Rate

• 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.
• Promote adherence to company guidelines and ethical operating standards.

• 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.

• 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

• Daily driver retention targets as % of return walk ins
• 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

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

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 a mobility asset finance company and Uber's preferred fleet partner across Sub Saharan Africa. Our Vision is to democratise financial services to make our customers more productive and successful. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.

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.

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.