The Customer Success Executive will manage a portfolio of drivers, monitor repayment performance and account health, follow up on outstanding payments and compliance issues, build strong relationships to improve retention, and respond promptly to driver inquiries.

• Job Location: Lagos, Nigeria
• Employment Type: Full-Time
• Salary: Not stated

Moove is on a mission to make the world more productive and successful by redefining access to auto finance and vehicle ownership. Using a technology-enabled lending model, Moove transforms the availability of auto finance and vehicles for on-demand mobility marketplaces, creating sustainable jobs for entrepreneurs in the mobility sector.

• 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.

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

• 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 Microsoft Suite (Excel) and support tools like Freshdesk.
• Strong ability to collaborate effectively across departments.
• Must possess an eye for details.

How to Apply:
Interested candidates should Apply here.

Why this job might be a good fit:
This role is suitable for a proactive and empathetic customer success professional with at least 2 years of account management or customer support experience, strong Excel skills, and attention to detail, looking to make an impact in the mobility and auto finance sector in Lagos.

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