Job Summary

We are looking for a highly organized and proactive Junior Operations Executive to support the daily operations of our ride-hailing app. In this role, you will be responsible for supervising the customer registration and customer support teams, ensuring smooth and efficient operations while maintaining a high standard of service quality. You will also monitor the app’s performance, identify issues, and work to resolve them promptly, ensuring a seamless experience for both riders and drivers. This is an excellent opportunity for someone with strong leadership potential, problem-solving skills, and a passion for operational excellence.

Key Responsibilities:
Team Supervision & Performance Management:

• Supervise the customer registration executives and customer support executives to ensure that all tasks are carried out efficiently and within the expected timelines.
• Monitor daily team performance, set clear expectations, and provide regular feedback and support to help team members achieve their goals.
• Conduct regular team meetings to align on priorities, address challenges, and ensure smooth coordination across roles.
• Ensure that team members adhere to company policies, guidelines, and best practices for handling customer queries and registration processes.
• Provide training and guidance to team members to enhance their skills and improve performance.

 Customer Registration Oversight:

• Oversee the customer registration process, ensuring that both driver and rider registrations are handled accurately, efficiently, and in compliance with all relevant regulations.
• Address and resolve any registration issues or escalations, ensuring a smooth onboarding experience for new users.
• Work with the customer registration team to streamline processes and implement improvements to minimize wait times and ensure high user satisfaction.

Customer Support Monitoring:

• Supervise the customer support team to ensure prompt, courteous, and effective resolution of customer inquiries and complaints via phone, chat, or email.
• Monitor support tickets, escalating high-priority issues to appropriate teams and ensuring timely follow-up.
• Track and analyze common issues raised by customers and provide feedback to the product or technical teams for potential improvements to the app or service.

App Performance Monitoring & Issue Resolution:

• Continuously monitor the performance of the ride-hailing app, identifying potential technical issues, glitches, or disruptions that could affect user experience.
• Work with the technical team to report and resolve app-related issues, ensuring minimal downtime and a seamless user experience.
• Coordinate with product and technical teams to communicate any app updates, improvements, or fixes that may impact the customer experience.

Operational Reporting & Documentation:

• Prepare and maintain regular operational reports on team performance, customer satisfaction, registration status, and app performance.
• Identify trends, bottlenecks, or areas of concern and proactively address them to improve operational efficiency.
• Ensure accurate documentation of team activities, escalations, and resolutions to maintain a comprehensive record of operations.

Collaboration with Cross-Functional Teams:

• Collaborate with other teams such as marketing, product, and technical support to ensure smooth operational processes and alignment on business goals.
• Provide input and suggestions to the operations management team for continuous improvement of customer experience and operational workflows.

Requirements

Skills & Qualifications:

• Proven experience in operations or customer support, ideally within a tech or service-oriented environment.
• Strong leadership and team management skills, with the ability to motivate and guide team members effectively.
• Excellent organizational skills, with the ability to handle multiple tasks and priorities simultaneously.
• Strong communication and interpersonal skills, capable of interacting with both internal teams and customers in a professional and positive manner.
• Analytical mindset with the ability to identify operational issues and implement practical solutions.
• Detail-oriented with a focus on quality and customer satisfaction.
• Proficiency in using customer service software, CRM systems, or operational tools.
• Ability to work in a fast-paced, dynamic environment and adapt to changing business needs.
• Experience in the ride-hailing or tech industry is a plus.

Preferred Qualifications:

• Experience supervising or managing teams in an operations or customer service capacity.
• Knowledge of mobile app operations, troubleshooting, and performance monitoring tools.
• Fluent in both Swahili and English, with strong written and verbal communication skills.