You might like this job if: 

You want to create a cleaner, safer, and technologically advanced future for African cities.
You enjoy the challenge of working in a fast-paced, dynamic environment.
You’re able to take a risk on something new, thrive in ambiguity
You love project management and are a stickler for detail
You have a passion for helping customers have an exceptional experience from new technologies.
You’re able to think on your feet and create systems, policies and processes that support scale.
You’re ambitious, quick to learn new skills, and like to multitask.

​​​​​​​Roles and Responsibilities:

Start and build the customer experience function from scratch.
Build and manage a team of customer experience specialists, ensuring that they are trained and well equipped to efficiently perform their duties.
Develop and manage all KPIs related to customer experience.
Collaborate with cross-functional teams to create SOPs, set escalation matrices and continuously refine these processes to deliver the best experience for our customers.
Collaborate closely with the product team to ensure that all tech-related issues are being addressed and work on new features to enhance the product functionality based on customer feedback.
Manage driver support and training, ensuring that drivers receive the necessary training and support ;handle and resolve all the driver complaints effectively.
Collaborate with the field ops team to ensure that passengers are receiving the best front-line support.
Analyze customer feedback to identify areas for improvement and develop strategies to address them.
Develop and implement customer experience policies and procedures to ensure that all passengers receive a consistent level of service.
Provide regular reports to senior management on the performance of the customer experience function.
Performing any ad-hoc responsibilities that may arise in future as the product evolves and overall scope of the role expands.
Represent the customer experience function in meetings with other departments and stakeholders.
Process refunds as per our cancellation and refunds policy.
Offer the best in class customer service by going the extra mile and ensuring a timely resolution of customer complaints.
Conduct focus groups, roll-out NPS surveys to collect feedback from passengers and drivers and ensure we incorporate their suggestions to improve the overall quality of service.
Knowledge of Microsoft Office and G-suite.

Our ideal candidate would have:
Education & Experience:

Bachelor’s degree in Business Administration or Diploma in Customer Relationship Management or related course
At least 5 years of experience in customer support or customer experience management, preferably from the transport or logistics industry.
Strong leadership skills with demonstrated experience building and managing a team.
Excellent communication and interpersonal skills, with the ability to work with people at all levels of the organization.
Strong analytical skills, with the ability to analyze data and identify trends.
Strong problem-solving skills, with the ability to develop and implement effective solutions.
Familiarity with SAAS products and transportation technologies is desired
Proficiency with spreadsheets, databases. Additional knowledge of CRM tools would be a plus.

Attitued and Approach: 

High proficiency in Microsoft Office, with emphasis on advanced skills in Exce
Very good knowledge of PowerPoint
Excellent interpersonal and communication skills
Fluent in Kiswahili and English  
Detail-oriented and positive attitude
Strong analytical, organizational, and time management skills
Ability to work in a fast-paced, dynamic environment.
We offer a competitive salary, health insurance, and other benefits. If you are a talented and experienced customer experience manager who is passionate about providing the best possible experience for our customers, we want to hear from you.