About GoRides
GoRides is a mobility super-app. We’re making cities for people, offering better alternatives for every purpose
a private car serves—including ride-hailing, shared cars, scooters, and food and grocery delivery.
About the role
GoRides is looking for a professional with excellent communication and an entrepreneurial attitude to be the Customer Success Executive, [Abuja]. The Customer Success Executive will be responsible for multi-hatting across driver contact and resolution, payment management, monitoring driving behaviour, and customer satisfaction. The ideal candidate for the role will be someone who is skilled in communication, problem solving, end to end query resolution, and has great time management and data / system handling. Based in the Operations team, the Executive will be a representative and ambassador for the FCT organisation to all customers through tenure with GoRides.
If you have a customer-facing background, are determined to quickly and effectively resolve customer issues, resilient to have difficult conversations when there are breaches of contract, and want to build your experience across a large number of operations in a fast-evolving and continuously improving environment, this role is for you!
What You’ll be Doing
Resolving all driver inbound customer queries
Being first line support for time critical driver queries such as breakdown or accident
Communicating important information to customers on behalf of GoRides as and when required
Generating driver statements and reconciling driver payments against forecasts
Ensuring all drivers are meeting payment obligations
Contacting drivers and resolving cases of non-adherence to payments
Managing drivers holidays and maintenance requests against their contracts
Communicating and transferring liability for drivers fines and excess payments
Monitoring drivers are compliant with rules and regulations through the GoRides policies.
What You will need for this position
Degree in any discipline
Experience in customer care/support roles
Good problem solving skills and able to manage customer queries end to end
Resilient and able to have difficult conversations tactically, i.e. to chase arrears
Detail oriented and able to manage data across payment, contact and telematics platforms
Proficient in the use of IT systems (Microsoft Excel, CRMs i.e. Freshdesk, etc)
Able to effectively time manage and re-prioritise in an agile manner
Collecting driver satisfaction data and driving improvements
Key Metrics
Contact first response time
Contact resolution time
Driver retention
Vehicle retrieval time (post termination)
Vehicle cost retention
Cash collection
Who You’ll Be Working with:
Directly reporting to our City Manager, and closely working with our Operations Team.
About the team
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 simplify and improve the lives of people and to build an awesome organization that inspires through the us of technology.
GoRides is strongly committed to diversity within its community. The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.
Pre-hiring Notice: GoRides 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.
EEO Statement: GoRides 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.
GoRides: At Go Rides, we make your everyday life simple. The hassle-free, fast, and most affordable way to ride with a one-stop solution.
Our Vision is to focus on our customer’s safety, everywhere they go.
Our goal is to become one of the leading ride service providers by using the latest technology and its guidance system to achieve our mission productively and effectively. Our Core values are Compassion, Excellence, Innovation, Teamwork, Trust and Ownership.
