Customer Success & Retention Officer

Product Knowledge
Understand each customer-facing Drivex service (e.g., eHailing, Grocery, Courier) and its user flows, app functionality, and operational dependencies.

Research
Gather data on user experience challenges, service gaps, and satisfaction patterns through CRM tools and user interviews.

Deliverables
Create satisfaction reports, support scripts, knowledge base content, and customer journey maps. Assist with loyalty programme content.

Communication
Act as a voice of the customer internally. Translate complex support cases into actionable product or operational changes.

Demonstrable record of improving customer experiences in tech/SaaS environments

3+ years in customer success, support, or digital service delivery

Ability to write clear, user-friendly communication and process guides

Degree or Diploma in Communications, Business, or IT

Multilingual ability is a strong advantage

Incentives tied to user satisfaction and retention metrics

Full CRM and digital communication training

Quarterly wellness and connectivity allowance

Attendance at Drivex community events and client activations

Mentorship and potential leadership development pathways

Contribution to innovation task forces and pilot groups