Customer Success & Retention Officer

Responsibilities 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.

Requirements 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 What's on Offer 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 #J Ljbffr